It’s been eons since I’ve simply talked about Starbucks in the news. There have been a number of interesting stories lately.
Of course, the fact that Starbucks will soon be testing a mobile order and pay phone app (which allows customers to both order and pay from the app) is definitely one of the more interesting stories:
Starbucks has bigger plans in mobile payments than most people realize.
This is pretty interesting. The idea is that you wouldn’t have to wait in line at all to place a beverage order or pick it up. Starbucks is adamant that they’ll “get it right.” One can think of many things that could go awry with this. One simple problem would be when someone orders something that a store has run out of – e.g., it’s a hot summer day, and I order a Peach Green Tea Lemonade, however unbeknownst to me, the store has run out of their peach syrup.
Here’s my two cents on the mobile payment ordering: At least in the beginning, only a tiny number of customers will use it. There may be 8 million MyStarbucksRewards members, but not all of them pay with an app. In fact, people using the phone app account for less than one-fifth of transactions at the register.Β I myself still hand a register barista a physical Starbucks card. On top of that, often when these things roll out, they’re available for iPhone users before those of us who are die-hard Android phone users. That again will narrow the pool of people who’ll use it. And there will be people who simply don’t want to give up ordering a great Starbucks beverage face to face.
I suspect that the app will only have functionality when within a certain number of feet of the store’s registers. In other words, there would be no way to order absent being actually in the store. Some device that picks up the order sends a message to a label printer, which will spit out a label for the bar barista to place in the queue of drinks. And then the beverage gets made. And possibly it gets called out, as it normally would.
Starbucks is keep it super-secret where this will be tested. (Though I think I know. ;)) My own detective work suggests that the stores that will participate in this test are just now receiving their special equipment, and by mid-September the test should be up and running.
Of course, don’t take any of the above as gospel. I probably don’t know any more than you do.
Also, I caught this tiny article in the news: In Japan, Starbucks’ Secret Menu Isn’t So Secret. I’ve never been a huge fan of the “Starbucks Secret Menu.” Actually, it’s not that I don’t support customers creating drinks that they enjoy. By all means, be creative and order a beverage you love. Rather, it’s the cutesy names that are the problem. Like speaking in tongues, they don’t clearly convey to the register barista what the customer really wants. How is a barista to interpret an “Key Lime Pie Frappuccino”? Rather, being able to actually say, “I’d like a Frappuccino with lime juice to the first line, whole milk to the second line, and add 2 pumps white mocha, 2 pumps vanilla, and one pump cinnamon dolce…” is much more useful. Being able to order correctly eliminates ambiguity.
That Starbucks Japan article features the “White Peach Frappuccino.” Whatever it is, it sounds delicious. Remind me again that I really should stay away from Frappuccinos… π
For news a little closer to the Pacific Northwest, Bainbridge Island will soon get its first Starbucks. It’s long over due! I’m voting for a special Bainbridge Island Blend to make its way to Starbucks’ whole bean wall.
As for a roundup of the recent articles that have been especially popular right here at StarbucksMelody, I’d point you in the direction of the following: 26 Signs You’re Hopelessly Addicted to Starbucks; Dear Customers, Beverage Size Clarification; and finally, Finding the Hidden Messages in the Whole Bean Coffee.
I get told all the time that I update often enough that people miss a lot of what I write. Don’t miss a thing! Subscribe! (Click on the box for future updates when leaving a comment). And this is an open thread. Feel free to discuss anything Starbucks related.
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Melody I too am one to use a physical card for payment rather than an app. I enjoy the feel and look of the cards and do not see giving that up. Frankly, I find there will be too many problems and angry customers with this new mobile app ordering system. I just cannot see it working properly. Since this is an open thread- want to put in my two cents that I am disappointed you can no longer pay for an E gift card with your rewards card online. Wrong move on SB’s part in my opinion and I cannot seem to get a real reason as to why they made this change.
I agree with @purple1: I think this is a crazzzzzy plan and I don’t see it working. I pay with my card and I would never use this system , even if it were available here. It just sounds like too much room for failure! (mistakes)
“Some device that picks up the order sends a message to a label printer, which will spit out a label for the bar barista to place in the queue of drinks. And then the beverage gets made. And possibly it gets called out, as it normally would.”
This would be made possible by iBeacons: http://www.zdnet.com/what-is-apple-ibeacon-heres-what-you-need-to-know-7000030109/
I submitted an idea a few years ago to MSI where Rewards members could “store” a favorite drink or two to their account. You would tell the barista you wanted to order your saved drink. They would scan the card, your order would display to write on a cup or print out, and then your total would be deducted. But to order on the fly in the store would be great with little chance of mixup (i.e barista hears “mocha” instead of “white mocha”. On the othr hand, if the customer orders wrong and barista makes it according to the customers order, I bet some customers would fault the barista). It would take the human element out of it, but you could pick and choose to use it. If I go in my favorite store and it is not busy, I would order face-to-face and converse with the barista for a minute but if the store was really busy or I was in a rush, I could see just ordering from the app. Wonder if this would work in the drive thrus? I would think that a lof of orders get mixed up because of the speaker system. Either way, very exciting!
I feel like we would lose the human connection piece. Why take such great steps to avoid the interaction of experiencing the third place and connecting with your barista while your beverage is hand-crafted? Perhaps there is a demand to avoid the whole interaction amongst the customer and baristas that I am unaware of.
This is crazy and is catering to a minority of Starbucks customers, albeit a vocal and I bet not the Baristas favorite customers.
The first big problem I see is what Melody mentioned, being out of a product (would require a major overhaul of the POS system and inventory system).
Second is the no-show. Self explanatory: a person who places an order and then does not show up. The system would have to have a way to cancel an order IF it has not been started. Once a order is started the customer is liable for all charges.
Third is the customer who will come in and complain that their drink is cold or warm or something else.
In case you folks have not figured me out by now, I am a professional devil’s advocate. I seriously doubt that Starbucks has one in their employ as the majority of their launches show a real lack of forethought. Their “test markets” are not thoroughly evaluated before or after. And given the diversity just here in the USA the problems are compounded.
It is great if a company wants to be first out of the blocks or a leader in something, but they must do a whole lot a what-if-ing (solving a problem before it occurs).
I do not see how Starbucks can do it right with the current subcontractors who are providing their Apps, POS, inventory system, and web programming.
Open thread π . Don’t tempt me π .
I very much appreciate your input DadCooks, it means all I have to say is ‘I agree with DadCooks’ π
I’m also a card-user, I use my physical card at both SBux and DD, and I’m also an Android user, so I’m sure the testing and rollout won’t apply to me for ages.
I think it’s a shame we’re going to such great lengths to remove human interaction. I hate to see that encouraged at any turn. I hope SBux recognizes they won’t get to eliminate the labor at the register, they’ll simply need to redeploy that partner to the hand-off plane to mitigate complaints :/
Panera is supposed to be rolling out a kiosk-ordering system, I’ve not yet seen it in my area, but I’m interesting in that as well. I think that has promise. Wawa uses it for deli/sandwiches/smoothies/coffee drinks and it works very well. Considering how difficult it seems to be to order at my Panera, I’m looking forward to removing that interaction. But for a single item at SBux, I think mobile/kiosk ordering is unnecessary and I won’t use it. Even if they do manage to pull it off (which, given their track record in technology, I highly doubt).
I completely agree with DadCooks. Frappuccinos start melting immediately and look terrible within two minutes. We have a few people who “grab and go” without paying. They wait until we are slammed and just pick up any drink that sits on the counter. Plus, for a company that was built on the customer connection mantra, we are taking leaps to distance ourselves from it. Playbook has us with only one open register in the cafe which creates a lot of tension, timers on the drive thru with 30 seconds being the goal at the order box and 50 seconds at the window. In my 11 years working here, I have never seen a more stressed floor and less connected partners. If they are striving for a fast food model, we are getting there rapidly.
@DadCooks,@Melody,@Valerie:I could be wrong, but I recall that Starbucks will take the money before the person even shows up,so the ”No Shows” will still be paying.
Agree strongly that Starbucks needs a massive $2-$3 Billion over 3 years IT overhaul(goodbye Salesforce.com,Unisys) like the one GM is finishing up(use to have 29 different different systems, 95 percent sub-contracted/ ”outsourced” especially HP/EDS ) .
I see how it might take out some human interaction, but I am excited to try this. I enjoy the automated ordering at places like Wawa. I hope to try this soon!
Don’t see this ‘pre-order” working out too well. Soooo. if you order ahead…say 3 frapps and two iced coffees…and it gets made…how long before you arrive to pick it up?? Is everything melted or warm by the time of arrival??? Just messed up…besides the customers already in line are NOT going to be happy. Does this mean TWO seperate lines at the cafe??? And what about the customer that orders ahead and then comes to drive through to avoid getting out of the car??? (YOU KNOW there will be one of these!!!! )
I use the app to pay twice a day, and love it. I think ordering would destroy the experience… That’s what I pay for.
I actually see this as a benefit IF as a customer you understand the entire process, and I see this as especially convenient for Drive Thru orders. As Brian mentioned earlier, this function would likely take advantage of location based cues, along with internet based communication for payment. Example: I place my order for two beverages on my phone app before I get in my car to drive to my local Starbucks, directing my order to that location. The app would hold my order in a queue, including holding off on payment, until I actually arrived at the store. An iBeacon, or other similar device would acknowledge my actual physical presence, and then would spit out the order to the store’s baristas, and charge my account. I would be able to then walk right up to the handoff area, bypassing the register line, and pick up my drinks (or drive right up to the window). It won’t be for everyone, but it will be an exciting experiment, that will probably be tweaked over time, and improved so that the customers still receive the Starbucks Experience.
I have often wished i could order my tea via an app. In the mornings, I take the train and transfer to a bus. At that transfer, there is a starbucks. Some mornings, I really want a chai, but there’s just slightly not enough time before the bus arrives. If I could order my tea the minute my train arrives so that it is ready (and paid for) when I get to the starbucks, that would be amazing.
My bf and I dropped by the Martinez, CA store yesterday early evening, must have slowed down substantially as this one is quite the busy store, with drive-thru and a Chipotle next door. As the only ones in line, we luckily had time to cross-check the menu, as he’s helping me find a new iced tea/lemonade drink with the parameters of low/no-caffeine and ideally sugar-free to low sugar sweetener. (I had a major hypertension attack on the Fouth of July this year, which gave the wake-up call to a healthier lifestyle) we got to talking to the kind barista, and mentioned the passion tea as caffeine-free, and mentioned one of her barista partners was a big vanilla fan, who would add the sugar-free vanilla sweetener to her iced tea. She said she could make the passion tea with the s/f vanilla; even poured out a sample made on the fly! Impressed with offering such customer service. So I ask of you, fellow Buck-ians… What would you suggest I should try having, going for something iced, with sugar-free or sugar substitute sweetener and low to no-caffeine? I’m open to any suggestions, and would hate to hold up the line, being _that guy_ with the funky complicated orderβ¦
We have decaf espresso so you can get an extreme range of things. Decaf lattes with sugar free syrups (hot or iced), decaf sugar free (almost) caramel macchiato, decaf frappuccino light ( ask to substitute the sugar free syrups). The light frappuccinos are low sugar. For the teas, the only caffeine free is the passion. You can put the artificial sweeteners in and add one of the dried inclusions (berries, limes, or oranges). Look up the nutritional values at Starbucks.com. Have fun.
Wow the White Peach Frappuccino sounds delicious, I have to try it at work today! Another example of a “changed flavor” frappuccino is the Raspberry Blackcurrant Frappuccino with almond syrup – it tastes just like dark cherry and it’s one of my favorite beverages.
Kalervo-where are you that you can get almond syrup. I loved the almond syrup we used to carry but we haven’t had it for years. Your frappuccino sounds delicious.
I’m in Finland (we got three stores here, yay!), but I think most of the European countries still carry almond syrup in their inventories. At least I’ve had it in Sweden, the UK, Switzerland, and the Netherlands.
I have this on my iphone Panera app. I love it! I can say when and where I want to pick up my order and they get it right. I am not sure how it would work in the high volume time at Starbucks
My pet peeve is you walk into to a Starbucks with a drive thru and they don’t have a separate barista for the walk in vs the drive thru so you have a long wait.
Shell-welcome to Playbook and Starbucks not getting the idea that DT and cafe are two completely different entities operating in the same space. We have split bars (DT and cafe) which is great. Our drive thru is very high volume in the morning and for a short time in the afternoon. The new Playbook set up for the store has us using one bar for DT and cafe with the second used for when people ask for extra shots in their drinks. Our Customer Voice score dropped almost 50 points in the first month. It had recovered a bit but the constant complaint is how slow we are. Now our manager is so time centered that it’s become a game to get the best window scores. No emphasis on customer service anymore or creating the connection.