While consulting across urban markets at Starbucks, I helped partners reimagine service models to stand out in competitive environments. This engagement targeted a franchise group struggling with throughput and differentiation.
The Challenge
Throughput:
Long wait times during peak periods
Differentiation:
Limited ways to stand out from competitors
Culture:
Leadership hesitant to pilot new service models
Approach
- Pilots: Launched table service and mobile order‑to‑table pilots.
- Equipment & layout: Introduced targeted equipment upgrades and new store layouts to support speed.
- Coaching: Worked side‑by‑side with leaders to shift culture toward experimentation.
- Scale plan: Captured learnings and created a repeatable rollout playbook.
Results
- Wait times reduced: 30% faster service during peak.
- Customer satisfaction: Significant uplift in NPS and repeat visits.
- Cultural shift: Leaders adopted agile testing and continuous improvement.
- Scalability: Pilot model rolled out to additional stores and markets.
Takeaway
Small, well‑designed experiments—backed by operational rigor and leader coaching—can create meaningful differentiation and scalable customer experience improvements.