Onward (66 page)

Competitors,
4
,
6
,
62
–
63
,
146
,
212

Comps.
See
same-store sales data

definition of,
35
,
42
,
49

Computers.
See also
Technology

Concord Music Group,
21
,
146

Conservation International

C.A.F.E Practices program,
20
,
120
,
291
,
323

enhanced support for,
119
–
20

presentation at annual shareholders’ meeting, 2008,
132
–
33

Starbucks’ partnership with,
19

Consistent Brew,
85
–
86
.
See also
Pike Place Roast

Consumer packaged goods (CPG)

opportunities from,
233
,
316
–
17

performance of,
146

Consumer Reports
coffee taste test, 2007,
85

Corporate responsibility.
See
Social responsibility

Costa Rica, farmer support center,
289

Cost management.
See also
Plan B

analyst conference report on, 2008,
230

continuing efforts in,
263
,
325

layoffs required for,
170
–
72
,
174

leadership team meeting about,
173
–
74

plans for 2009 (Plan B),
218
–
19
,
223
,
286

Countrywide Financial,
89

Cows for Rwanda,
292
–
93
,
323

CPG.
See
consumer packaged goods

Crescent City Art Project,
199

Cromett, Sherry (partner),
194

Culver, John (senior leadership team),*
322
,
325

Customers.
See also
Rewards program

better understanding of,
110
,
166
,
197

“Bob” and “not Bob,”
198

election-themed ad,
215
–
16

feedback from,
135
,
166
,
231
,
265
,
320

gallery at leadership conference, October 2008,
197
–
98

initiatives to reignite emotional attachment with,
66
–
67
,
124
–
25

Lean techniques improving service to,
282
–
86
,
321

in mission statement,
113

D

Dammeier, Kurt Beecher,
79

Davenport, Terry (partner),
119
,
133
–
34
,
143
,
208
–
10
,
212
–
13
,
226
,
228
,
231
–
33

David, Nicole,
222

Dell, Michael,
48
–
49
,
123
–
24

Digital Ventures business unit,
268
–
70
,
320
–
21

Disney Village store, Paris, France,
276

Donald, Jim ,
20
–
23
,
25
,
27
,
29
,
35
–
37
,
40
,
44
,
46
,
50
,
58
–
60
,
62
,
173

Donations.
See
Social responsibility Donlan, Tim (partner),
62

Douglas, Tom,
279
–
80

DreamWorks,
50

Driscoll, Kristen (partner),
284
–
85

Dunkin’ Donuts,
62
,
212

E

Earnings.
See
Financial reports; Same-store sales data (comps)

Edelman (public relations agency),
143

Edgewater brainstorming session, 2007,
35
–
36

Edinburgh store, Scotland* Egan, Mary (senior leadership team),*
326

Eight-Minute Cadence,
284
–
85

Election-themed ad

author's first view of,
210

BBDO conceived of,
211
–
13

goodwill generated by,
215
–
16

NBC
SNL
spot for,
213

social media setup for,
214
–
15

store preparations for,
213

Emotional connections.
See
Human connections

Engskov, Kris (partner)*

Entertainment

overhaul of strategy for,
145
–
46

Starbucks's expansion into,
21

Entrepreneurs,
8
–
9
,
38
,
305

Environmental concerns.
See also
Sourcing

climate change,
119
–
20

LEED certification for stores,*
276
,
324

overview of initiatives,
324

postconsumer recycled fiber use,
118
–
19

in Seven Big Moves,
107
,
324

in store designs,
275
–
78

Equity.
See
Stock options

Espresso Excellence Training

benefits for customers,
7

coffee quality scores improved by,
6
–
7

decision-making for,
4
–
5
,
78

media reaction to,
4
,
6

press statement for,
78

US stores closed for,*
3
–
6
,
78
,
104

Espresso machines

automated,
24
,
121
,
122

change to Mastrena machines,
121
–
22
,
131
–
32
,
309
,
319

manual versus automatic,
120
–
21

move to semiautomatic machines, 2000,
121

Essential Baking Company, Seattle,
279

Ethics.
See also
Social responsibility

in coffee sourcing,*
19
–
20
,
72

at core of Starbucks’ values,
5

Ethos Water,
19
,
119
,
189

Etkin, Billy,
227
–
28

Expansion and growth

abroad,
306

capability to refocus on, 2009,
301

in China,
322

concerns about mentality of,
22
,
23
,
35

in early 2000s,
17
,
18
,
20

innovation,
35

new blueprint for,
315
–
18

overview of initiatives,
321
–
23

questions and strategy upon return as ceo,
65
–
66
,
75

unique growth model of Starbucks,
317
–
18

F

Facebook,
214
–
16
,
265
–
66
,
298
,
320

Fairtrade,
19
–
20
,
78
,
107
,
119
,
204
,
206
,
289
,
291
,
323

Farmer support centers,
289
,
323

Fei, Helen (partner),
303
,
304
–
5

Fey, Tina,
214

15th Avenue Coffee & Tea, Seattle,*
278
–
80

Financial analysts

announcement of return as ceo to,
63
–
66

biennial conference with, 2008,
223
–
36
,
326

investment bloggers,
141

reactions from,
30
,
42
,
64
,
66
,
90
–
91
,
146
,
158
,
326

Financial performance.
See also
Same-store sales data (comps); Stock prices

at biennial analyst conference, 2008,
230

first-quarter earnings, 2008,
88
–
91

fourth-quarter, 2008,
218

negative comps in December, 2007,
49

net earnings, 2007,
41

operating margin, 2009,
298

operating margin, 2010,
315

prediction for 2009,
218

revenue, 2000,
16

revenue, 2005,
20

revenue, 2007,
41

revenue, 2008,
218

revenue, 2010,
315

second-quarter earnings, 2008,
144
,
145
,
164
–
65

third-quarter earnings, 2008,
179

third-quarter earnings, 2009,
297
–
301

Financial Times
,
70

Fingeroth, Jim,
43
–
45
,
48

First and Pike store, Seattle,*
275
–
76

First-quarter earnings conference call, 2008,
88
–
90

Fiscal reports.
See
Financial reports

Fisher, Robert,
222

Fleischmann, Patty,
222

Fleischmann, Steve,
222

Food-service business,
234

Forbes.com
,
159

Ford Motor Company,
223

Fortune,
159,
260

“$4 latte,”
146
,
212

Franchising consideration,
174
–
75

Frappuccino,
76
,
164
,
240
,
245
–
46
,
307
,
308

Fukuda, Yukiko (partner),
116

Full City roast,
84

G