Latest news with #Grams
Business Times
03-08-2025
- Business
- Business Times
Starbucks plans kiosks to cut long lines at airport locations
[CHICAGO] Starbucks is working on adding ordering kiosks to busy locations in the US that cater to on-the-go customers. The Seattle-based coffee chain has been exploring how to shorten lines at high-traffic places such as airports, chief operating officer Mike Grams said in an internal meeting this week, according to a recording reviewed by Bloomberg News. Snaking queues of caffeine-deprived travellers are a common sight at terminals around the US. 'Kiosks is one of those options that is a big priority for quarter four,' he said, referring to the company's fiscal period that runs to late September. The kiosks will likely go into select licensed locations, run by third parties that have an agreement with the company, that cater to people on the go. Baristas will still greet customers and hand their orders directly to them at stores with kiosks. The setup of licensed stores varies, with some featuring seating while others do not. These locations, which are often inside airports, grocery stores, universities and hospitals, account for about 40 per cent of the chain's more than 17,000 US locations. Starbucks announced in 2022 that it would introduce mobile ordering at airports, which mostly serve customers looking to get their drinks quickly as they make their way to their gates. Touchscreens allowing customers to place orders directly have proliferated at restaurants, including airport locations of chains such as McDonald's. BT in your inbox Start and end each day with the latest news stories and analyses delivered straight to your inbox. Sign Up Sign Up 'Customer and partner feedback is fuelling rapid innovation across every Starbucks experience,' the company said in a statement, using its terminology for workers. Starbucks directly runs more than 10,000 locations in the US. Chief executive officer Brian Niccol's team is working to make these company-operated stores more welcoming by adding more comfortable seating, more outlets for charging devices and creating a cosier atmosphere. The overall strategy to reverse a prolonged sales slump also focuses on fostering more interactions between baristas and customers. The company is phasing out a pickup-only store format without seating that required customers to order on the app. The ordering kiosks would not go into traditional company-operated locations, Grams said, where people are more likely to consume their beverages on site and hang out. 'But for those speedy, time-sensitive customers that are going through, it's a big one,' Grams said. The company's shares declined 2.3 per cent this year to Thursday's close, lagging the 7.8 per cent rise in the S&P 500 Index. BLOOMBERG
NBC News
29-07-2025
- Business
- NBC News
Starbucks doubles down on hospitality with 'Green Apron Service' strategy
As companies lean into value offerings and buzzy beverages to lure price-sensitive consumers, Starbucks is doubling down on its plans to get back to basics by leaning into hospitality at its cafes. The coffee giant aims to stand out on guest experience in a cutthroat consumer environment as it tries to boost lackluster sales. Last week, the company began training baristas on its new 'Green Apron Service' program as part of CEO Brian Niccol's 'Back to Starbucks' plans, which have emphasized friendlier cafes and a human touch like Sharpie drawings on cups. Green Apron Service builds on that, relying on warm and engaging interactions with customers in the hopes of making Starbucks visits a habit. The program is backed by changes to ensure proper staffing and better technology to keep service times fast. It was born out of growth in digital orders, which now make up over 30 percent of sales, and feedback from baristas. 'The strategy is to reconnect our partners with our customers,' Chief Operating Officer Mike Grams told CNBC from a newly-revamped store in Seattle on Monday. ″..When you walk through that door, you're greeted with a smile. You are greeted again at handoff, a perfect cup of coffee ... and you're met with that connection.' Investors will get another look into how Niccol's turnaround plans are working when the company reports earnings after market close Tuesday. Starbucks shares have climbed about 2.7% this year, trailing the 8.6% gains of the S&P 500, as Wall Street debates how long it will take Niccol to improve the chain's performance. Since Niccol took the reins last September, the stock is up just under 3%, and has climbed nearly 25% on a one-year basis. Niccol is trying to jumpstart the coffee chain's sales. Last quarter, same-store sales fell for the fifth quarter in a row. Grams and the push for more welcoming cafes will play a major role in that effort. Grams was appointed as chief operating officer in June, overseeing global coffeehouse development, the company's worldwide supply chain and its North American coffeehouses. He came to Starbucks in February after nearly three decades at Taco Bell, where he was previously was the chain's president and global chief operating officer. Niccol was once Taco Bell's chief executive. The Green Apron Service push is the largest investment the company has ever made in hospitality and its store employees, Grams said. The company did not provide a dollar figure for the investment. Part of the plan involves Smart Queue technology, which uses algorithms to enhance staffing and scheduling, to help baristas deliver more consistent and higher-quality service, Grams said. The company wants customers to experience consistency in service quality whether they order in store or online. 'You will see it show up in different ways,' he said. 'You may see a digital host out front who is navigating that experience ... it can be an extra person at the drive through. The idea is just really making sure that we've got the right partners in the right place at the right time throughout the entire day.' Success of the Green Apron Service initiative will be tied directly to measurable indicators like customer experience scores, foot traffic growth, and store productivity. The effort also comes as cafes face new benchmarks for success, including delivering customized drinks in four minutes or less. Early results from its 1,500-store pilot of Green Apron Service showed improvements in transactions, sales, and customer service times, with 80% of in-cafe orders meeting the chain's four-minute goal. Continuing to build on that trend will likely be key for Starbucks. The reality is customers may prefer speed over warmth and have little tolerance for long waits. Grams said Starbucks has multiple avenues to remain competitive, including a strong digital business, drive-thrus in more than 7,000 stores and cafes going through 'uplifts' to make them more comfortable. 'It's showing up in a way where we touch all three channels,' he said of the hospitality initiative. 'We have 20,000 units across North America, which gives us a terrific competitive advantage.'
CNBC
29-07-2025
- Business
- CNBC
Starbucks doubles down on hospitality with 'Green Apron Service' strategy
As companies lean into value offerings and buzzy beverages to lure price-sensitive consumers, Starbucks is doubling down on its plans to get back to basics by leaning into hospitality at its cafes. The coffee giant aims to stand out on guest experience in a cutthroat consumer environment as it tries to boost lackluster sales. Last week, the company began training baristas on its new "Green Apron Service" program as part of CEO Brian Niccol's "Back to Starbucks" plans, which have emphasized friendlier cafes and a human touch like Sharpie drawings on cups. Green Apron Service builds on that, relying on warm and engaging interactions with customers in the hopes of making Starbucks visits a habit. The program is backed by changes to ensure proper staffing and better technology to keep service times fast. It was born out of growth in digital orders, which now make up over 30 percent of sales, and feedback from baristas. "The strategy is to reconnect our partners with our customers," Chief Operating Officer Mike Grams told CNBC from a newly-revamped store in Seattle on Monday. "..When you walk through that door, you're greeted with a smile. You are greeted again at handoff, a perfect cup of coffee ... and you're met with that connection." Investors will get another look into how Niccol's turnaround plans are working when the company reports earnings after market close Tuesday. Starbucks shares have climbed about 2.7% this year, trailing the 8.6% gains of the S&P 500, as Wall Street debates how long it will take Niccol to improve the chain's performance. Since Niccol took the reins last September, the stock is up just under 3%, and has climbed nearly 25% on a one-year basis. Niccol is trying to jumpstart the coffee chain's sales. Last quarter, same-store sales fell for the fifth quarter in a row. Grams and the push for more welcoming cafes will play a major role in that effort. Grams was appointed as chief operating officer in June, overseeing global coffeehouse development, the company's worldwide supply chain and its North American coffeehouses. He came to Starbucks in February after nearly three decades at Taco Bell, where he was previously was the chain's president and global chief operating officer. Niccol was once Taco Bell's chief executive. The Green Apron Service push is the largest investment the company has ever made in hospitality and its store employees, Grams said. The company did not provide a dollar figure for the investment. Part of the plan involves Smart Queue technology, which uses algorithms to enhance staffing and scheduling, to help baristas deliver more consistent and higher-quality service, Grams said. The company wants customers to experience consistency in service quality whether they order in store or online. "You will see it show up in different ways," he said. "You may see a digital host out front who is navigating that experience ... it can be an extra person at the drive through. The idea is just really making sure that we've got the right partners in the right place at the right time throughout the entire day." Success of the Green Apron Service initiative will be tied directly to measurable indicators like customer experience scores, foot traffic growth, and store productivity. The effort also comes as cafes face new benchmarks for success, including delivering customized drinks in four minutes or less. Early results from its 1,500-store pilot of Green Apron Service showed improvements in transactions, sales, and customer service times, with 80% of in-cafe orders meeting the chain's four-minute goal. Continuing to build on that trend will likely be key for Starbucks. The reality is customers may prefer speed over warmth and have little tolerance for long waits. Grams said Starbucks has multiple avenues to remain competitive, including a strong digital business, drive-thrus in more than 7,000 stores and cafes going through "uplifts" to make them more comfortable. "It's showing up in a way where we touch all three channels," he said of the hospitality initiative. "We have 20,000 units across North America, which gives us a terrific competitive advantage."
Scottish Sun
15-06-2025
- Entertainment
- Scottish Sun
Fears over future of BBC's iconic River City set once show is axed for good
Click to share on X/Twitter (Opens in new window) Click to share on Facebook (Opens in new window) RIVER City bosses don't know what to do with the axed soap's iconic set, show insiders revealed. The fictional Glasgow district of Shieldinch will disappear from our screens next year after 24 years of drama and scandal. Sign up for the Entertainment newsletter Sign up 4 BBC Scotland previously announced that it is scrapping River City Credit: John Kirkby 4 It will disappear from screens next year Credit: John Kirkby - The Sun Glasgow 4 But bosses 'don't know' what to do with the set Credit: BBC But the huge custom-built set, including the Tall Ship pub and Oyster Cafe, will still be there when the cameras stop rolling. And sources say BBC executives are being bombarded with questions about what will happen to it. It comes amid suggestions fans could snap up pieces of TV history from the filming lot in Dumbarton. An insider said: 'The question on everyone's lips has been, 'What will happen to the Shieldinch set?'. 'And the truth is, bosses have absolutely no idea. "It's an impressive filming space and was the backdrop for so many legendary scenes. 'Many viewers feel an attachment to it. Bosses are not ruling out the possibility of auctioning off some of the props.' Corporation chiefs decided to cancel the soap due to a 'change in viewing patterns' — as demand for long-running shows falls away. They told MSPs last month the £9million-a-year soap was no longer 'value for money' as its audience figures were down so much that it cost too much 'per viewer' to produce. BBC Scotland's drama budget over the next three years is expected to rise to £95million. Tragedy looms when the O'Hara's family holiday takes a dramatic turn after a life-threatening car crash Three new shows with shorter runs will be created for the channel — Counsels, Grams and The Young Team. Shetland has been renewed for a tenth series while there will be third runs for Vigil and Granite Harbour. River City's cast, including Stephen Purdon who plays Bob O'Hara, only learned it was being dumped minutes before the public was told in March. It is understood exact details of the final episodes and whether former cast members will return have not yet been discussed.
Yahoo
11-06-2025
- Business
- Yahoo
Starbucks to deploy enhanced staffing model across North America
Global coffee house chain Starbucks chairman and CEO Brian Niccol is implementing a new staffing and service framework across the entire network of 18,000 outlets in North America. Niccol told Reuters that the company aims to deploy and complete the initiative by the close of summer 2025 - an advancement from the original strategy which targeted only a third of US locations by the end of the year. During the earnings call, Niccol stated: 'We'll launch a pilot across 700 stores looking at staffing levels to improve our Green Apron partners' ability to serve'. He went on to say that pilot tests have demonstrated a rise in sales with the new model. The Green Apron blueprint encompasses the integration of in-store technological solutions designed to sequence orders with greater efficiency, alongside the allocation of a specialised barista to exclusively manage drive-through orders. The company has gathered more than 14,000 coffeehouse leaders from across North America in Las Vegas for a three-day event on 10 June and 11 June. Leadership Experience 2025 (LE25) is led by Niccol and COO Mike Grams and is the company's largest leadership event to date. LE25 is a major step in Starbucks' turnaround strategy, which is focused on exceptional service, simplified routines and deeper customer connections. The event aims to set new customer service standards and reinforce the company's commitment to hospitality, targeting a four-minute wait time without sacrificing the warmth of the Starbucks experience. At the summit, Niccol told Reuters: 'We've learned, and now we know what we need to do, so let's scale it.' Grams stated that since the introduction of the "Back to Starbucks" strategy in September 2024, customers have noticed improvements: 'welcoming spaces, more confident baristas, faster service and the return of small but meaningful personal touches such as like ceramic mugs, and handwritten notes on cups, a more consistent dress code, and a much-loved customer favourite: the condiment bar." The strategy aims to revitalise the brand by enhancing the unique coffeehouse experience for which Starbucks is known. The company's initial efforts have concentrated on improving the store experience in the US and Canada. However, Starbucks is also evaluating the structure and size of its global support teams as part of its transformation efforts. The "Back to Starbucks" initiative has yielded positive results, with record-high shift completion rates, turnover rates below industry average and rising partner engagement scores. An internal survey has revealed that 84% of US store partners participated, with a majority recommending Starbucks as a great place to work. Grams went on: 'LE25 is our moment to recommit to a culture of hospitality and excellence. We're making progress, have real momentum with our 'Back to Starbucks' plan and are on the right track to turn the business around.' 'We're listening and testing in the coffeehouse, and then applying our learnings to scale quickly and enhance the customer and partner experience." In May 2025, private sector union United Steelworkers (USW) negotiated initial collective bargaining agreements for five newly unionised Starbucks locations in Ontario, Canada. "Starbucks to deploy enhanced staffing model across North America" was originally created and published by Retail Insight Network, a GlobalData owned brand. The information on this site has been included in good faith for general informational purposes only. It is not intended to amount to advice on which you should rely, and we give no representation, warranty or guarantee, whether express or implied as to its accuracy or completeness. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site. Sign in to access your portfolio
