Starbucks recently announced the famous CEO (author, philanthropist, speaker, etc) Howard Schultz will be stepping down and assuming a new role as Executive Chairman and focus on innovation in their retail stores. As the leader of the company he has ushered in huge changes that have made Starbucks more than a coffee company; they have become a technology leader.
Apple, Google, Microsoft and Amazon have been traditional symbols of high technology tablets, phones and services. Starbucks, however, has been supporting many of these products by offering a place to use them. They have also seamlessly integrated many services into their stores to support our caffeine addiction. Here is how Howard has changed the technology world…and you didn’t event realize it:
Wifi: When professionals need to get online, it’s easy to run into a Starbucks, grab some coffee, open the laptop and get some work done. In doing so, they became a pioneer in offering free wifi to customers. Grocery stores, restaurants and other retailers eventually followed suit by offering a “utility” that draws in customers and makes people want to stay…and spend money. Starbucks recently switched all of their store from the AT&T network to Google with speeds 4000 times faster!
Social Media: Starbucks was on Twitter before Twitter was on Twitter. That type of a move takes vision and commitment from a leader like Howard Schultz. Since then they have become a beacon of social media success for retail shops and B2C businesses. Instead of just selling their products, they use social media to engage with and draw in their audience. Engagement is high with Twitter, Facebook and Instagram. They creatively implement photos and videos around holidays, seasonal events and special occasions.
Mobile Payment: Companies not willing to embrace a mobile strategy will soon find themselves out of business. Starbucks partnered with Square, and that deal quickly died. However, they soon discovered a way for people to easily add money to the Starbucks App to pay for their coffee…even from the drive up window. Now if they only took ApplePay…
Apps: The app is not just used to pay for items. Patrons can discover music, games and productivity apps to benefit their personal and professional life. Looking for the nearest Starbucks with turn by turn directions? In the app. Want to send a gift card from your phone? In the app? Want to order your favorite drink and pick it up when you get to the store (without pulling out your wallet)? In the app. They even partnered with Spotify to let guests listen to all of the music played in the stores.
How is your company using mobile technology and social media to build engagement and connect with your customers? Howard Schultz will be sorely missed, but his creative mind will still be present in the innovative aspect of the company. Beyond just selling coffee, Starbucks has found a way to use technology to keep us integrated in their stores and buying their products. We are not just addicted to caffeine, we are addicted to Starbucks.
Scientifically Speaking, of course
