HOLIDAY EDITION NOVEMBER 2, 2018 – JANUARY 7, 2019 INSIDE THIS ISSUE Coffee Leader Journey Learn about aging, decaffeination and more in issue four! Connecting with Compassion Bringing Holiday Cheer to All U.S. Licensed Stores making a difference IN A CUSTOMER’S DAY When Susanne and her son, Luca, walked into the Starbucks in Levittown, NY, only a couple of minutes went by when Nicole V., the store manager, noticed that Luca began to get antsy while Susanne looked a little worried. Nicole saw 8-year-old Luca walking around the store, looking in the pastry case and then walking back and talking to his mom. Here is a portion of her post: “Upon entering (the store), we were greeted by a woman dressed in black with very short hair, possibly the manager. My son, Luca, was with me. Luca is a special needs child. His disabilities are worn on the interior, so most people have no clue unless his behavior is an indicator. We are there (in the store) every other week, and he gets the same items. He walked around and asked me what everything said. Then he wanted something, and they no longer had them. I was waiting for the meltdown, and I watched his hands get all intertwined with each other. The manager came to the register and showed him other choices that he might like, and he chose a croissant. She spoke to him, like a person, like someone who mattered. She asked his name for the order. We walked down to the end of the counter waiting for his tea and she said, ‘Luca, I have your croissant,’ and came over to deliver it to him. When we left, she spoke from behind the counter, ‘Bye, Luca!’ He looked at me and said, ‘That lady was so nice to me.’ He mattered to someone. He was acknowledged, and this woman who was being kind made a difference to him.” V. Nicole O N T H E COV E R Kasie M. and team from store #49976 in Portland, OR How do you and your team connect with compassion? “It all starts with listening and making it easy to be a customer. right questions and be respectful. Understand that not every By removing any confusion or barriers, we are allowed to truly customer expects the same experience, and that is okay. It is connect with compassion. Never make assumptions. Ask the up to us to make every experience unique for every customer.” © 2018 Starbucks Coffee Company. Confidential. For internal use only. Do not share with customers. LEVITTOWN, NY Nicole wasn’t aware of the personal struggles that Luca faces and the positive impact she had on him until Susanne told her later. But she did pick up on their cues that day. For Nicole, the interaction reminded her that we have great opportunities to meet customers from all walks of life and being present and connecting with compassion help us provide the best Starbucks Experience possible. “I could tell he was disappointed that we didn’t have his sandwich, so I wanted to help him make another choice,” Nicole said. “I have twin girls and know how hard it can be for parents when your kids aren’t happy, especially in public.” “I want to create a third place that feels like home — where everyone feels welcome and comfortable,” she said. “I like to engage with customers as if I’ve known them for years to make them feel relaxed and want to come back for the personal connection.” Nicole looks for customer cues to help her make an authentic connection, just as she did with Luca. The kindness and respect that she showed Luca and empathy and compassion she felt toward Susanne made a lasting impression on them. B R I N G I N G H O L I D A Y CHEER TO ALL Every year, you and your customers look forward to the much-anticipated arrival of Holiday at Starbucks. Will the cups be red? What will the store look like and what merchandise will we carry? When customers walk into the store after the Holiday set, they will not only feel the joy and magic of the holidays, they can find special gifts to share with friends and family. This year, based on barista and customer feedback, the lobby will be stocked with an assortment of products that make it easy for everyone, from the planners to the last-minute shoppers, to find that something special. There will be more mugs and tumblers, more holiday designs and more sparkle! While focusing on the customer experience is at the core of everything we do, there is something special about Holiday that brings this to life more than any time of the year. When you’re in the lobby stocking and cleaning, take the time to connect with customers. Find out what they are looking for and share your favorites! The holidays are all about connection and taking the time to help customers find the right gift is a great way to connect and make their Starbucks Experience even more magical. Juniper GREETINGS E This Holiday brings an innovation unlike anything your store has seen before! Inspired by a top seller at the Starbucks Reserve® Roastery in Seattle, the Juniper Latte’s evergreen aroma combines with tingly sage and a dusting of Pine Citrus sugar. This beverage is designed to be less indulgent than other Holiday classics, appealing to customers looking for a flavorful, wintry beverage! V E TO R G R E E N T I N G LY S A G E P I N E C I T R U S H O L I D AY FFEE COFFEE COFF SNA CKA BLE SNEAK PEEK! BAN.DO S PA R K L E S PA R K L E © 2018 Starbucks Coffee Company. Confidential. For internal use only. Do not share with customers. VETERANS DAY NOVEMBER 11 On Veterans Day, a simple way to thank your veterans and active duty service member customers and their spouses for their service is by giving them a tall hot brewed coffee on us. NEW this year, Starbucks will donate $.15 for every brewed coffee purchased on November 11 to Blue Star Families, a Military Service Organization supporting military families. Blank postcards will also be available to baristas and customers, to fill out with a greeting for deployed troops. WEEK OF CHEER WORLD AIDS DAY NOVEMBER 26 – DECEMBER 2 DECEMBER 1 The holidays are a season of giving, and it can go beyond buying your aunt a mug for Christmas — it’s a time to connect with your community, give an #extrashotofgood and perhaps make the season brighter for someone in need. For the first time ever, Starbucks is taking a week during the holidays to focus on volunteering. We’ll be partnering with various organizations, or you can also look for a service project or create your own on this website: starbucks.volunteermatch.org T H E M AG I C O F Giving Back DURING T H E H O L I DAY S On World AIDS Day, December 1; Starbucks will contribute $.20 for every Starbucks latte purchased across North America to the Global Fund. This is the 11th year we’ve teamed up with (RED). To date we’ve contributed over $15 million to the Global Fund to help fight AIDS. Chalk your name tag red to support the cause! THE STARBUCKS FOUNDATION ETHOS® WATER FUND The Starbucks Foundation is a separate 501(c)(3) charitable organization that receives funding from Starbucks Corporation and private donations. Founded in 1997, The Starbucks Foundation originally funded literacy programs across North America. Now the foundation strengthens communities around the world by providing grants and advancing opportunities for youth, veterans, refugees and coffee, tea and cocoa farmers and their families, supporting communities affected by disaster and promoting civic engagement. If your store sells Ethos® Water, that’s one way that you have helped The Starbucks Foundation! For every sale of a bottle of Ethos® Water, $.05 is contributed to the Ethos® Water Fund, which is managed by the foundation. Ethos® Water was created to help raise awareness and provide clean water to the 1 billion individuals who don’t have access to clean drinking water. The Ethos® Water Fund supports grants to nonprofit organizations working to provide access to clean, safe water and related educational programs both in the U.S. and globally. So far over $20 million has been granted, benefiting over 500,000 people around the world! Mawazo Mirindi, member of a cooperative supported by the partnership between The Starbucks Foundation and the Eastern Congo Initiative (ECI) © 2018 Starbucks Coffee Company. Confidential. For internal use only. Do not share with customers. BEVERAGES RETURNING 11|2 TOASTED WHITE CHOCOLATE MOCHA Toasted White Chocolate Mocha sauce, espresso and steamed milk topped with whipped cream, red Holiday Sugar Sparkles. CHESTNUT PRALINE LATTE Caramelized chestnuts and holiday spices with espresso and steamed milk. Topped with whipped cream and Chestnut Praline topping. CARAMEL BRULÉE LATTE Espresso, steamed milk and rich Caramel Brulée Sauce, topped with whipped cream and Caramel Brulée topping. Tear poster here to display. New LAYERED FRAPPUCCINO® BLENDED BEVERAGE BUILD Peppermint Hot Chocolate gets Dark Chocolate curls, too! PEPPERMINT MOCHA Espresso, steamed milk, Mocha sauce and Peppermint syrup. Topped with whipped cream and Dark Chocolate curls. GINGERBREAD LATTE Sweet and spicy Gingerbread syrup with espresso and steamed milk, topped with whipped cream and ground nutmeg. EGGNOG LATTE Steamed eggnog and nonfat milk combined with espresso and topped with ground nutmeg. CHECK OUT BEVERAGE RECIPE CARDS FOR DRINK BUILDS, CUSTOMIZATIONS AND CUP IDS. Juniper LAUNCHING 11|27 LATTE New RETURNING 11|2 SNICKERDOODLE HOT CHOCOLATE Steamed milk with White Chocolate Mocha sauce and Cinnamon Dolce syrup, topped with whipped cream and Cinnamon Dolce sprinkles. RETURNING 12|26 Espresso, steamed milk and Juniper syrup topped with foam and a dusting of Pine Citrus sugar. BLACK & WHITE MOCHA Espresso and steamed milk with a swirl of white and dark chocolate, topped with whipped cream and a stripe of chocolate sequins. FOOD LAUNCHING 11|2 SNOWMAN COOKIE A buttery shortbread cookie topped with white chocolate, dressed for the season with a scarf and earmuffs. CRANBERRY BLISS ® BAR Love it! A blondie cake base, topped with sweet cream cheese icing, tart dried cranberries and orange flavored drizzle. New PISTACHIO HONEY CROISSANT Layered with ground pistachios and sweet honey icing. CHOCOLATE SWIRL BRIOCHE Know it! Layered with a dark chocolate filling and a hint of cinnamon, lightly glazed with honey syrup. New CHECK OUT FOOD CARDS FOR SHELF LIFE, THAW TIMES AND ALLERGENS. SUGAR PLUM CHEESE DANISH A croissant pastry topped with a tangy creamy cheese filling and plum jam. New New PENGUIN CAKE POP Vanilla cake and icing, dipped in chocolatey coating with a penguin face. PEPPERMINT BROWNIE CAKE POP Peppermint chocolate cake mixed with buttercream and candy cane pieces, dipped in candy coating and sprinkled with candy cane bits. GINGERBREAD LOAF CAKE The sweet and spicy flavor of ginger, topped with orange zest-infused vanilla icing. HOLIDAY TURKEY & STUFFING PANINI Serve it with pride! Sliced turkey breast topped with cranberry-herb stuffing, savory herbs and turkey gravy, served on warm and toasty ciabatta bread. ALSO FEATURED ROASTED HAM & SWISS BREAKFAST SANDWICH Delicately flavored ham, Swiss cheese and scrambled eggs on our signature croissant. COFFEE LAUNCHING 11|2 CHRISTMAS BLEND ESPRESSO ROAST Dense, spicy and sweet. A delicious variation of our beloved signature Espresso. These special coffees are anticipated all year long. Take a look at when we first began offering these holiday favorites. VIA ® INSTANT PEPPERMINT MOCHA LATTE Rich and creamy — an instant holiday classic. HOLIDAY BLEND A balanced blend of coffees from Latin America and Indonesia with layers of sweet maple notes. EST. 1984 2008 2010 THANKSGIVING BLEND Herbal notes from Sumatran beans and distinctive soft spice from the Guatemala Antigua region, it pairs beautifully with dishes savory and sweet. CHRISTMAS BLEND A tradition for over 30 years! Distinctive cedary spice layers balanced by a sweet, rich smoothness. Also available in ground, decaf whole bean, VIA®. 2012 SE ASONAL 20 HA R V EST 18 2013 2015 STA R B U C KS R E S E RV E ® CHRISTMAS BLEND 2018 Woodsy aromas and flavors of sweet mandarin and mulled spices. It’s the gift of extraordinary flavor and a celebration of all the season’s beauty. The design on this card was created with Costa Rican artist Erykah Zeledón Salazar. It tells the story of two lush coffee-growing ecosystems coming together in this year’s distinctive blend. CHECK OUT COFFEE NOTES FOR FLAVOR PROFILES, TASTING IDEAS AND STORIES. LAUNCHING 11|2 STARBUCKS RESERVE® COFFEES PANAMA CARMEN ESTATE Juicy orange tones with milk chocolate and toffee notes. Bright with pronounced citrus notes, rich volcanic soil and the perfect climate contribute to the quality of this coffee. AG E D S U M AT R A V I N TAG E 2 01 8 Deep and robust flavors with earthy cedar notes. Ripe Sumatran coffee cherries are harvested and aged in burlap bags to develop peak flavors and an unforgettable experience. © 2018 Starbucks Coffee Company. Confidential. For internal use only. Do not share with customers. WHAT’S HAPPENING NOVEMBER 2 Licensed Exclusive Bakery Offer 23 Black Friday Starbucks® Happy Hour 26 Week of Cheer Holiday Reusable Cup Giveaway 27 2 for $3 cookies and cake pops all day! Through November 26 Through December 2 Continues through Holiday! Starbucks for Life Holiday Reusable Cup Offer Through December 31 $.50 off handcrafted Holiday beverages after 2 p.m. Through January 7 Spend $20 and Sa Through December 10 While supplies last DECEM 4 Daylight Savings Time ends 7 Licensed Exclusive Beverage Offer 1 World AIDS Day w Through November 11 3 Hanukkah $3 Grande Holiday handcrafted beverage. Through December 10 11 Veterans Day 15 Licensed Exclusive Warming Offer 18 50% off a warm and toasty breakfast sandwich with purchase of any Grande or larger handcrafted beverage. 40% off Cranberr Through January 7 Starbucks Rewards™ Shopping Event 50 Bonus Stars with any purchase of $20 or more. 30% off Holiday At Ho Merchandise with the handcrafted beverag Through December 25 Through November 21 20 Last Minute Gifti 24 Christmas Eve Black Friday Sale Cold Cup Offer 25 Christmas Day Through November 26 26 End of Year Holid Through November 23 30% off all 16 oz. cold cups 30% off Cranberry Bliss® Bar Tray Through January 7 Through December 17 Starbucks Reward Gift with Purchase Through January 9 Black Friday offer! Free tote bag with $25 purchase. While supplies last Brewed Coffee Tumbler Customers can return throughout January for a free fill-up of brewed coffee or tea. While supplies last 22 Thanksgiving Day 26 Kwanzaa Through January 1 31 New Year’s Eve JANUARY 1 New Year’s Day Save $5 @tremo ss_3 Raleigh, NC e MBER h, CA Huntington Beac with (RED) ing ome Coffee and e purchase of a ge. ry Bliss® Bar Tray (select stores) day Lobby Sale rds™ Sleeves 70% of all Starbucks Card activations occur during Holiday; it’s a great time to share with customers why there is so much more to a Starbucks Card when they sign up for Starbucks Rewards™. FOR THE GIFTEES Make sure to register the Starbucks Card that you got for the holidays and download the app — that way you can pay digitally and earn Stars. Spread the cheer — you can also Gift through the app! Send gift cards to friends and family — they make perfect last minute presents or are a great way just to show someone you’re thinking of them. check out the new FOOD SAFETY ASSESSMENT To support the goal of always being Clean, Safe & Ready for customers, a new Food Safety Assessment will replace the Quality Assurance Standards Assessment (QASA). Coming Soon: New Cleaning Tools This new way of assessing food safety will help you focus on key behaviors and standards and indicate when there is a need for improvement. The new assessment content focuses on what matters most to food safety without jeopardizing cleanliness, facilities standards or food safety. There will be distinguished foodcontact vs non-food-contact tools to make cleaning easier for you! As we continue to improve our food safety culture and systems, it is important to remember we strive for excellence every day for customers, families and ourselves. Providing the Starbucks Experience in all we do ensures we deliver the best to each customer, every day. Share your #tobelsstarbucks moments: /starbuckspartners @starbucksprtnrs @starbuckspartners /starbucksprtnrs © 2018 Starbucks Coffee Company. Confidential. For internal use only. Do not share with customers.