Starbucks (with Howard Schultz)
Acquired
Transforming Commodity Business into Premium Product Brand and Experience
The key insight is the transformation of a commodity business into a premium product brand and experience. While disrupting the market, there is a need for a governor on disruptive innovation to monitor its use and prevent abuse. The success of this transformation has led to stores being built solely for mobile order pickups. The speaker suggests not succumbing entirely to the mobile app experience and emphasizes the importance of understanding how innovations may disrupt the customer experience. Looking back, the speaker would have restricted the availability of the mobile app to assess its impact on the customer experience more effectively.
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