Try GOLD - Free
Smile... or else: 'Forced joy' is not a replacement for real joy
Mint Bangalore
|March 17, 2025
Starbucks and others are getting customer satisfaction all wrong
Starbucks baristas have a new job requirement. In addition to remembering to make your latte with no foam, they must also write a little missive on your cup, as per a directive straight from CEO Brian Niccol, who says handwritten notes foster "moments of connection"—part of his strategy to get more customers into stores to turn around the faltering coffee-chain giant.
In a memo sent out in January detailing the plan, he shared ideas for those not sure what to say. They could scribble an affirmation ("you're amazing"), share well wishes ("seize the day") or simply write a customer's name or draw a smiley face.
The underlying message to employees is this: It's not enough to manufacture a product for customers; they must also manufacture a feeling. And if Niccol can't motivate workers to do so organically, he'll decree it by edict.
This story is from the March 17, 2025 edition of Mint Bangalore.
Subscribe to Magzter GOLD to access thousands of curated premium stories, and 10,000+ magazines and newspapers.
Already a subscriber? Sign In
MORE STORIES FROM Mint Bangalore
Mint Bangalore
Investors are betting on lawsuits as an asset class
200-300% over a four-to-five-year period, according to Mago. If the case is lost, investors bear the loss.
1 mins
May 13, 2026
Mint Bangalore
From cliffhangers to cash flows: VCs bet on India’s micro-drama boom
Indian micro-drama startups are attracting a new wave of venture capital as short-form episodic entertainment gains traction, powered by rapid user growth, improving monetization and rising investor interest in mobile-first video formats.
2 mins
May 13, 2026
Mint Bangalore
Tractors, mass-market bike sales flash rural stress signs
A weak monsoon forecast and the West Asia war have dampened the rural auto outlook
2 mins
May 13, 2026
Mint Bangalore
NCDEX eyes equity derivatives launch in next 12 months
The National Commodity & Derivatives Exchange (NCDEX) plans to launch equity derivatives in the next 12 months in a bid to diversify beyond its core agricultural commodities business, said an official familiar with the matter.
1 mins
May 13, 2026
Mint Bangalore
Lawsuits as asset class? Investors are betting on it
Investors are beginning to finance commercial lawsuits in India in exchange for a share of future settlements or court awards, as litigation funding—a niche alternative asset class long established in some global markets—starts to take shape locally.
1 mins
May 13, 2026
Mint Bangalore
India's labour market is undergoing a structural shift
The latest Periodic Labour Force Survey (PLFS), a much-improved version from earlier ones, reveals how India’s labour market is undergoing a structural transformation.
3 mins
May 13, 2026
Mint Bangalore
India’s 2047 clock is ticking: Let us acquire war shock resilience
Setback estimates highlight why we must expand strategic reserves, deepen fuel blending and double down on clean energy
4 mins
May 13, 2026
Mint Bangalore
EBay rejects GameStop's $56 billion bid
EBay on Tuesday rejected an ambitious $56 billion takeover bid from the much smaller GameStop on doubts over the financing of the deal, while underscoring its turnaround efforts that have boosted growth.
1 mins
May 13, 2026
Mint Bangalore
Tokenize sovereign debt now that the e-rupee is ready
At the Global Fintech Fest in Mumbai last year, the governor of the Reserve Bank of India (RBI) announced the launch of a “next-generation financial market infrastructure,” designed to “tokenize financial assets and settlements.”
3 mins
May 13, 2026
Mint Bangalore
Truffles plans to raise capital, hires banker
The promoters of Bengaluru-based Truffles Hospitality Pvt Ltd, known for its continental cuisine, premium burgers and desserts, are exploring options to raise capital from private equity firms and have engaged Spark Capital to find buyers for the asset, three people said.
1 mins
May 13, 2026
Listen
Translate
Change font size