How Starbucks’ Digital Strategy Changed Every Restaurant Forever, with Adam Brotman скачать в хорошем качестве

How Starbucks’ Digital Strategy Changed Every Restaurant Forever, with Adam Brotman

When Adam Brotman joined Starbucks, the company didn’t even have free Wi-Fi. A few years later, he helped architect one of the most powerful digital ecosystems in restaurant history: the Starbucks app, Rewards program, and Mobile Order & Pay system that changed how every brand thinks about loyalty. In this episode of Restaurant Reset, Adam breaks down how it all happened and what every operator can learn from it. We cover: • How Starbucks built the “digital flywheel” connecting loyalty, mobile, and in-store ops • The five-year journey from idea to mass adoption • The operational chaos (and magic) behind Mobile Order & Pay • How to earn cross-functional trust across tech, ops, and baristas • The real value of guest data — and what happens when you don’t own it • Why AI will make loyalty more personal, not less • How operators can use ChatGPT to analyze data and optimize decisions • Why Adam believes AI is about to make hospitality more human Adam also shares his playbook for evaluating new technology (from Web3 loyalty to AI-powered personalization) and the lessons he’s carried from Starbucks to J.Crew, Brightloom, and Forum3. If you’ve ever wondered how digital transformation actually happens inside a restaurant brand, this is the episode to study. Timestamps: 00:00 — Intro 01:30 — The moment Starbucks Rewards became a revenue engine 03:10 — Building the Starbucks “digital flywheel” 06:30 — Learning the business from ops before pitching innovation 11:40 — How long it really took to launch Mobile Order & Pay 16:50 — Balancing sexy tech with store-level practicality 24:00 — The unseen problems new tech creates 35:00 — Delivery apps and the cost of losing your data 43:00 — How operators should really use ChatGPT 45:00 — The next evolution of loyalty: personalization + community 50:00 — AI and the future of hospitality 53:00 — Adam’s top book recommendations Restaurant Reset is brought to you by Genius™ from Global Payments, the the restaurant point of sale system that can power orders, payments and services in any type of food and beverage setting. Learn more: https://www.globalpayments.com/genius