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Starbucks product versus experience

Link: First, the WSJ article, and then the actual text of the memo.

It’s really fascinating to see the push/pull that happens between the product and experience. As Schultz says in his memo, they had made a ton of changes to make getting coffee (“the product”) more convenient. In fact, many customers may have complained about slow coffee, or asked for drive-through windows, or whatever. But ultimately, it may be worth producing the product LESS efficiently if it adds to the experience.

Is this a topic that companies with web products ought to be thinking about more?

On a side note, the WSJ pointed out that the memo was originally leaked on Starbucks Gossip, a blog that I read every now and again.

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