How and how quickly do you meet an expectation? The question, while it may seem trivial, is at the heart of the dual challenge posed to Brian Niccol, the new boss of Starbucks, with regard to his customers and his shareholders.
The former, tired of long lines for shoddy service, are shunning the brand to the point that six months of declining revenues in the United States have led to the need to find a fourth head barista in less than three years.
