Wednesday, February 18, 2009

A Different Kind of Big Mac Attack

I’m worried about Starbucks.

Companies like Dunkin’ Donuts and McDonald’s have long gone after the upscale coffee purveyor, positioning themselves as offering similar quality products at more affordable prices. There was a time when Starbucks wouldn’t have given these competitors a second thought. They were merely fast food, while Starbucks was “the third place”–a 360-degree, five-senses experience that represented an entirely different category.

But with the economy now in the tank, Starbucks is in the tank right along with it. The company is suffering from the dual effects of losing its focus in recent years and consumers’ current reluctance to part with four bucks at a clip. McDonald’s, on the other hand, is doing just fine, leveraging the frugal economic environment as a way to introduce people to their new and improved coffee product.

With its launch of instant coffee, breakfast meal deals and loyalty cards, I’m concerned that Starbucks is allowing its competitors to reposition it, legitimizing their claims as acceptable alternatives and forever altering the playing field. Instead of holding on to its identity as “the third place,” Starbucks may become “just another place” to get coffee. The company’s short-term decisions to shore up sales could be doing long-term damage to the brand’s value proposition—damage from which Starbucks may never recover.

In my book, I speak of the dichotomy in which struggling companies often find themselves, being blind to the need to evolve on the one hand or changing strategies too frequently in search of a silver bullet on the other. The advice I give is to refrain from wholesale changes until you can carefully assess from where the problem is coming. If the troubles are borne of a temporary tectonic event–no matter how bad it is–it’s probably better to find a way ride things out.

The economy will one day recover, and many people will again seek out experiences that don’t involve tile floors and plastic chairs. While some will always zip through the drive through looking for a cheap caffeine fix on the way to work, others will once again relish the opportunity to linger someplace special. Whether Starbucks can continue to fulfill that need is largely up to the decisions the company makes in the weeks and months to come.

2 Comments

  1. I’ve never been a fan of Starbucks. Overcharging for your product is a poor business strategy – the worst part of capitalism. It undercuts value.

    We’ve allowed a culture to emerge where we’re ‘better’ if we have the cash to over spend. Playing to that sentiment will only work during fat times.

    On the other hand it’s a tragedy that we line up for the unhealthy dollar menu when wallets are thin. 2 dogs for a buck at Der Wienerscnitzel.

    So it’s zillions of McDonalds outlets in Wal-Marts serving up cheesy burgers to the stretch pants crowd.

    What a country !!

    Comment by Charlie O' — Thursday, February 19, 2009 @ 10:29 PM

  2. Another looming Starbucks-esque brand implosion could be Quizno’s. Historically the upper-end alternative to Subway, they have recently permanently lowered the prices on much of their menu and are now offering free subs to the first 1 million takers (http://millionsubs.com/Reg.php?x=1). Don’t get me wrong. I’ve already signed up and received my free sub coupon. But when this recession free for all is over Quizno’s may end just being another Subway.

    Comment by Jonathan — Wednesday, February 25, 2009 @ 8:15 AM

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