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Starbucks Customers Seething Over Long Lines

Starbucks has a problem its operations team did not expect. Mobile ordering has been too successful — and the in-store handoff counter is now the bottleneck. Kevin Johnson is acknowledging it directly. What other brands deploying mobile ordering should learn from the situation.

EPR Editorial Team · May 15, 2017

Crisis Communications

Starbucks Pumpkin Spice PR Crisis

Starbucks just spent three weeks managing the most awkward PR crisis a beverage brand can have — proving that its signature drink does not actually contain pumpkin. The Food Babe investigation, the rapid corporate response, and the reformulation that turned criticism into a relaunch narrative.

EPR Editorial Team · Sep 15, 2014