In the plan to dominate the market in the 1990s, Starbucks knew they had to help their staff. Challenges would arise and customers would not be happy, which often led to unhappy staff. In order to help create a cultural shift they implemented an institutional habits program: ‘LATTE’. LATTE stands for:

  • Listen
  • Acknowledge
  • Take action
  • Thank the customer
  • Explain why the issue occurred

What a clever way to use the theme of their product to create habit forming behaviour with the baristas!

What could you use in your business?