Within a few months, at their April 2008 shareholders meeting, Starbucks rolled out the following six transformation initiatives:
- The Mastrena - a finely-crafted, Swiss made espresso machine that would provide baristas with the ability to give customers a high-quality consistent shot of espresso second to none, transforming the espresso experience in their stores. By the end of 2008 the machine was in 30% of stores, and by 2010 a majority of Starbucks had the Mastrena.
- Conservation International - a partnership with CI, begun in 1998, was expanded so that Starbucks could buy fair-trade coffee, produced in shade-grown conditions with fair compensation and safe working conditions for coffee farm workers. By 2009, all Starbucks espresso beans and espresso-based products would qualify for a new marking designed to articulate their practices: Responsibly Grown. Ethically Traded. Proudly Served.
- The Rewards Card - designed to recognize their most loyal customers with freebies, the Card addressed an emerging need for value. Existing Starbucks Card holders could register their cards online, instantly turning it into a Rewards Card.
- MyStarbucksIdea.com - an interactive website designed to listen to customers suggestions, rants, and comments. Moderated by 50 veteran Starbucks employees, the website was launched live by uploading ideas submitted by shareholders that morning. Within minutes, more ideas came streaming in from people listening to the meeting's broadcast or following rolling blog posts. In the next 24 hours, over 7,000 ideas were posted.
- Pike Place Roast - announcing that Starbucks would once again grind whole beans in their stores, two master baristas introduced Pike Place Roast, a smooth, well-balanced, lighter blend of coffee, designed to give full flavor while not being as bold as traditional blends.
- Clover - a commercially viable way to replicate the benefits of the French Press method of brewed coffee, Clover was a local invention acquired by Starbucks early in 2008. It created a fantastic cup of coffee at a pace designed to keep up with the demand of most Starbucks stores.
Six Transformation Initiatives.
All of these engaging tools that helped Starbucks navigate through a very unpredictable journey, one milestone at a time.
The initiatives introduced at that meeting each heralded a return to the core values of Starbucks - coffee, customers, innovation, and values - but they weren't enough by themselves to bring the company back from the brink.
Painfully personal decisions were the final step in the transformation.
Lessons for ChurchWorld
- Take a look at the initiatives above, and translate them into your world. What actions can you dream up - and then put into action - that would help you accomplish your transformation agenda?
- Are you secure enough in your core values to put anything - and everything - on the table?
- Transformation is not just about nuts and bolts, about systems and processes. Is your vision lived out in the lives of your people?