Store marks Starbucks 1,000th in Shanghai, the first city in the world to reach the milestone Greener Store features leading sustainability solutions and digitalized operations Pays tribute to Shanghai by innovating Starbucks first city themed handcrafted coffee creation in China

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September 27, Shanghai - Starbucks today celebrated its 6,000th store in the Chinese mainland, which opens on September 30 at Shanghai Lippo Plaza, where the company opened its first store in Shanghai more than 20 years ago. The new store marks Starbucks 1,000th in Shanghai – making it the first city in the world to pass the milestone. The latest addition to Starbucks growing portfolio of “Greener Stores” also features leading sustainability solutions and digitalized operations. To commemorate the milestone, Starbucks is launching “Shanghai Coffee” in Crema Ristretto style – its first city-themed handcrafted coffee creation in China as a tribute to the city and its coffee lovers.

“As Starbucks celebrates our 6,000th store in China, we are deeply humbled to return where we opened our first store in Shanghai,” said Leo Tsoi, chief executive officer, Starbucks China. “It has been a privilege to share our love for coffee with local customers, and contribute to the development of China’s coffee culture and its specialty coffee industry over the past two decades. We treasure the strong connections we have built, and will never stop innovating new coffee products and experiences to delight our customers and earn their support every day.”

Since entering the Chinese mainland market, Starbucks has become known as a place for connection, familiarity and joy, interwoven into Chinese consumers’ daily lifestyles from social gatherings with friends and family, to casual business meetings and more. It continues to innovate and scale creative store concepts to serve customers and communities, such as Signing Stores that provide employment opportunities for Deaf and hard of hearing partners (employees), Heritage Culture Gallery Stores that bring heritage culture closer to Chinese consumers, and a co-working space concept store providing flexible, on-demand co-working spaces for mobile professionals.

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The new Shanghai Lippo Plaza Store bears testament to the continuous evolution of Starbucks stores in China’s dynamic consumer landscape. It features a clean and streamlined design, brought to life with minimalist style furniture and casework made using recycled straw material. Old green aprons donned by Starbucks partners were upcycled to create the store’s signature artwork – an iconic Starbucks siren with intricate design details that relay important milestones in Starbucks journey in China. From the store’s mall entrance, customers are greeted by a mug wall made up of a vast collection of Starbucks signature city mugs launched over the years.

Beyond its contemporary design, the evolution of Starbucks stores is also reflected in the Shanghai Lippo Plaza Store’s back-of-house operations, where investments in digital technologies have enhanced the partner experience and elevated store efficiency to a whole new level. The use of Internet of Things (IoT) sensors and automation tools have dramatically simplified routine stocktaking tasks, enabling partners to focus on coffee craft and customer connection. Big data and machine learning algorithms have also been deployed to optimize inventory ordering and labor scheduling. These technologies have been scaled to all stores in operation market-wide, as the company continues to advance its digital transformation agenda.

The Shanghai Lippo Plaza Store is also the latest of Starbucks growing portfolio of Greener Stores in China. From design to construction and operations, it incorporates sustainability solutions to achieve reductions in carbon, water and waste. Among its features, the store uses smart, energy efficient solutions for air conditioning, lighting, water usage and daily energy consumption. Green aprons donned by store partners are made from recycled Starbucks cups using advanced plastic-to-textile technologies. Customers are invited to join Starbucks on its journey towards reusables by bringing their own cups or choosing a Grande-sized reusable cup when ordering beverages for on-the-go consumption.

Alongside the planned opening of the Shanghai Lippo Plaza Store, Starbucks has also specially created a signature handcrafted coffee beverage for coffee lovers in Shanghai – Shanghai Coffee in Crema Ristretto style. As the official coffee industry partner for Shanghai’s city image promotion, and in partnership with IP SHANGHAI, Starbucks is launching the beverage on September 28 across all Starbucks stores in the city.&nbsp;

Shanghai Coffee in Crema Ristretto style is inspired by nostalgic Shanghainese childhood flavors given a distinctive Starbucks spin. It is a delicious creation made with malt, cream and smoky Starbucks ristretto espresso, infused with butter scotch flavored syrup offering layers of flavors and aromas. The first sip offers the comforting taste of Shanghai’s very own beloved malt powder, followed by the smooth taste of cold foam infused with the sweet, delicate flavor of butterscotch - a western-style candy loved by Shanghainese. Finally, coffee lovers may immerse in the bright acidity and caramelly depth of the ristretto espresso, to enjoy the artful intertwining of robust coffee flavors with a light and sweet milky aroma.

As Starbucks celebrates its latest milestone, the company is still in the early chapters of its China growth story. In this next era of accelerated growth at Starbucks, the company expects to operate 9,000 stores across 300 cities in China by 2025, opening one new store nearly every nine hours in China for the next three years. It will also accelerate the rollout of Starbucks Greener Stores framework in China with a plan to operate 2,500 Greener Stores by FY2025.

The new store marks Starbucks 1,000th in Shanghai – making it the first city in the world to pass the milestone.

Starbucks Opens its 6,000th Store in China

Stories to inspire and nurture the human spirit

Starbucks Stories

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Indoor dining services resume across 800 Starbucks stores in the city as COVID restrictions ease

SHANGHAI – The dine-in experience resumed at most Starbucks locations across Shanghai today, the first day indoor dining partially eased across the city. The return of Starbucks third place experience at 800 Starbucks stores in Shanghai marked another milestone in the company’s COVID journey, and the gradual return to normalcy in one of the most vibrant and dynamic cities in the world. To celebrate the milestone and welcome customers back, coffee tastings – Starbucks signature coffee ritual – were held in all 800 stores.

“Customers’ craving for Starbucks and longing for human reconnection have never been felt more keenly as we emerge from the most severe COVID resurgences in China,” said Starbucks China chief executive officer Leo Tsoi. “Our 10,000 partners are excited to welcome customers back to the Starbucks third place, as we resume dining-in services in 800 stores in the short space of 48 hours. It’s Starbucks modest contribution to help Shanghai customers return to their pre-outbreak routines and lifestyles, and get the city back to its renowned buzz and vibrancy.”

Among the stores to resume indoor dining is the Starbucks Reserve Roastery Shanghai, which will also reopen its second floor Bar Mixato and Teavanna Bar for the first time since the city’s lockdown, enriching the third place experience to serve different customer occasions throughout the day.

Since the two-month citywide lockdown was lifted in early June, Starbucks has reopened nearly 900 stores in Shanghai, home to the most Starbucks stores in the world. However, dining-in services had remained suspended in most stores.

With the easing of dining-in restrictions, stores will be allowed to serve customers at 50 to 70 percent of seating capacity, depending on store size, in accordance with latest public health regulations. Operational requirements such as social distancing will also be rigorously implemented to protect the safety of Starbucks partners and customers.

To celebrate the milestone and welcome customers back, coffee tastings – Starbucks signature coffee ritual – were held in all 800 stores.

Starbucks welcomes customers back for indoor dining in Shanghai

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Company elevates ‘home grown talent’ to top ranks, including promotion of Molly Liu to chief operating officer

Starbucks strengthens commitment to China as Belinda Wong, chairman of Starbucks China, focuses on long-term growth strategy, innovation and social impact in the market

SHANGHAI – Starbucks Coffee Company (NASDAQ: SBUX) today announced the promotion of Leo Tsoi to chief executive officer of Starbucks China. Serving as Starbucks China’s chief operating officer and president of Starbucks Retail for the last five years, Tsoi has led efforts to grow Starbucks footprint across the Chinese mainland to 5,200 stores across more than 200 cities today. He has engineered the development of a robust and diversified store portfolio by pioneering new store concepts, which have influenced new coffee-inspired lifestyles and further elevated third place experiences for Starbucks customers in China.

As one of the leading architects behind Starbucks China’s phenomenal growth since he rejoined the company in 2012, Tsoi previously served in various leadership positions, including vice president of North China region, chief marketing officer, and vice president of Store Development and Design, making many important contributions to strengthening Starbucks coffee leadership and elevating the Starbucks Experience.

“Leo has relentlessly pushed the envelope on innovation in China where customer loyalty and love for the Starbucks brand is unmatched,” said Kevin Johnson, president and ceo, Starbucks Coffee Company. “Our strong growth in China is a testimony to our deep bench of talented leaders and their relentless pursuit of further elevating the Starbucks Experience for our customers. I have great confidence in Leo’s ability to continue building the relationships we have with our Chinese customers through our rapidly growing store footprint, market-leading digital ecosystem and customer engagement, and robust innovation pipeline.”

With Tsoi’s promotion, Molly Liu is being elevated to chief operating officer of Starbucks China. Liu is a nine-year partner (employee) responsible for leading the development of Starbucks China’s Digital Ventures business, a leading growth engine for the company. As vice president and general manager of Digital Ventures, Liu has set the foundation for Starbucks China digital flywheel through pursuing relentless innovation and building landmark digital partnerships. Under her leadership, the Digital Ventures team has continuously up-leveled the Starbucks Rewards program while launching innovative and unique digital experiences including Starbucks Delivers (MOD), Starbucks Now (MOP), and Delivery Social Gifting, among others.

With these promotions, Belinda Wong will continue to serve as chairman of Starbucks China, focusing her attention toward delivering a holistic, long term strategy for Starbucks in the market, driving innovation through Starbucks Siren Ventures in China and other partnership opportunities, as well as elevating social impact in local communities through the Beijing Starbucks Foundation.

“Starbucks success in China today would not have been possible without Belinda’s visionary leadership over the past decade, leading the company to achieve unprecedented growth and transformation with her courage, steely determination, and deep passion for Starbucks and our partners,” said Johnson. “I look forward to continue working with Belinda as she focuses on long term strategy, innovation and leading engagement with key public and private sector stakeholders to unlock transformative opportunities for our business in this critical market.”

These appointments are effective October 1, 2021.

Tsoi has served as Starbucks China’s chief operating officer and president of Starbucks Retail for the last five years, engineering the development of a robust and diversified store portfolio in China.

Starbucks Promotes Leo Tsoi to ceo of Starbucks China

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Today, Starbucks announced it will invest approximately $130 million (USD) in China to open a state-of-the-art roasting facility in 2022 as part of its new Coffee Innovation Park (CIP). 

As Starbucks largest manufacturing investment outside of the U.S. and its first in Asia, the CIP will incorporate a roasting plant, warehouse and distribution center, creating highly-skilled jobs and new career opportunities that will further drive smart and sustainable coffee manufacturing in China. The plant will serve as a key component of the Company’s global roasting network, and the bold infrastructure investment further deepens Starbucks multi-decade commitment to strengthen the specialty coffee industry in China, where it aims to have 6,000 stores by 2022.

With the CIP set to handle Starbucks largest roasting capacity outside the U.S., the investment highlights the Company’s ambition to further globalize its roasting network and reinforces Starbucks strategic focus on the U.S. and China as its two lead growth markets. Currently, Starbucks operates six other roasting facilities—one in Amsterdam to support European markets, and five in the U.S. The warehouse, roasting and distribution capabilities of the CIP will lay a strong foundation for continued business growth and development in China.

Link to <a href="https://stories.starbucks.com/asia/stories/2020/starbucks-coffee-innovation-park-in-china-elevates-manufacturing-and-extends-global-roasting-network/">Press Release</a> and <a href="https://stories.starbucks.com/press/2020/starbucks-coffee-innovation-park-in-china-extends-global-roasting-network/">Fact Sheet</a>

Starbucks announces new roasting facility in China, extending its global roasting network - Starbucks Stories

Starbucks announces new roasting facility in China, extending its global roasting network

Starbucks announces a new roasting plant facility in China, extending its global roasting network.

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Today, Starbucks announced it will invest approximately $130 million (USD) in China to open a state-of-the-art roasting facility in 2022 as part of its new Coffee Innovation Park (CIP). As Starbucks largest manufacturing investment outside of the U.S. and its first in Asia, the CIP will incorporate a roasting plant, warehouse and distribution center, creating highly-skilled jobs and new career opportunities that will further drive smart and sustainable coffee manufacturing in China. The plant will serve as a key component of the Company’s global roasting network. The bold infrastructure investment further deepens Starbucks multi-decade commitment to strengthen the specialty coffee industry in China, where it aims to have 6,000 stores by 2022.

Building on Starbucks <a href="https://stories.starbucks.com/stories/2020/starbucks-announces-multi-decade-aspiration-to-become-resource-positive/">sustainability announcement</a> in January, the CIP will incorporate advancements in sustainable manufacturing, smart supply chain innovation, and technology to support the aspiration to deliver the most energy- and water-efficient roasting operations for Starbucks in the world, while minimizing waste. The new roasting plant facility will be designed with the intent to apply for U.S. Green Building Council LEED Platinum certification, as well as China’s Three Star Green Building standards.

From farm to cup, Starbucks has helped shape the specialty coffee industry in China through continued investment in training and infrastructure, including the opening of the Starbucks Yunnan Farmer Support Center in 2012 to provide open-source agronomy resources to coffee farmers throughout the region. The new CIP, wholly-owned and operated by Starbucks, will source coffees from China and around the world directly from origin for processing, roasting, packaging and distribution, for the first time in China. Construction of the CIP will begin later this year in the city of Kunshan, an hour from Shanghai. 

With the CIP set to handle Starbucks largest roasting capacity outside the U.S., the investment highlights the Company’s ambition to further globalize its roasting network and reinforces Starbucks strategic focus on the U.S. and China as its two lead growth markets. Currently, Starbucks operates six other roasting facilities — one in Amsterdam to support European markets, and five in the U.S. The warehouse, roasting and distribution capabilities of the CIP will lay a strong foundation for continued business growth and development in China.

Starbucks vision extends far beyond roasting. Once in operation, the CIP will integrate green coffee bean warehouse management and processing, with plans to co-locate a highly-automated and ‘intelligent’ distribution center that will become the heart of Starbucks distribution network in China. The facility also will serve as a training ground for coffee roasters and key roles across Starbucks coffee supply chain in China. 

Starbucks Coffee Innovation Park in China extends global roasting network - Starbucks Stories

Starbucks Coffee Innovation Park in China extends global roasting network

Starbucks will open a new roasting plant facility in China in 2022, its largest outside of the U.S.

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Starbucks has been actively monitoring the coronavirus situation with the health and well-being of Starbucks partners and customers remaining the top priority. 

Today, in an open stakeholder letter from CEO Kevin Johnson and CFO Pat Grismer filed as an 8-K, the company shared insight into the temporary impact that the coronavirus has had on Starbucks business in China in Q2, as well how leading through the company’s Mission and Values is driving the strength and resilience of the brand. 

Letter from Kevin Johnson and Patrick Grismer

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Starbucks Reports Impact of COVID-19 on China Business - Starbucks Stories

Starbucks Reports Impact of COVID-19 on China Business

Company notes encouraging signs of recovery in China and continued momentum in U.S.

https://stories.starbucks.com/stories/2020/starbucks-reports-impact-on-china-business-of-covid-19/

Shortly before the Chinese New Year, Belinda Wong hung up the phone after a series of calls with her team. Alone in the quiet of her home, she contemplated everything they’d discussed. They were wrestling with a decision that would become one of the most momentous in Starbucks history. 

As chairman and chief executive officer of Starbucks China, she’s lived and breathed the company’s mission to “Inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.” She took pride in the role of Starbucks stores across the world as a third place, a place for human connection. But now, as she considered reports of an alarming new coronavirus outbreak, she knew she had to make a decision quickly whether to close thousands of stores across China to try to quell the spread. 

“There was no playbook for this,” she said. “It was nothing we’d dealt with – it was a new virus and we had limited facts. There was a lot of uncertainty and the situation was evolving every minute. No one was sure what to do or how things would develop. Yet we had to quickly decide how we were going to lead.”

That day, at her home in Shanghai, Wong reminded herself to unwind everything she had learned in her 30 years of experience in the retail world. “We were used to opening stores. And now we were considering doing the opposite. I had to completely reset the way I am used to thinking. But in the end, you have to think about what is the right thing to do to protect the safety of Starbucks partners and customers?” 

Working with local authorities and landlords, she made the call to close stores. 

Over the next few days, thousands of Starbucks stores in China would shut their doors, including the iconic Shanghai Reserve Roastery. Starbucks would be among the first major brands to proactively close their retail stores, eventually totaling more than half of the company’s 4,300 stores that employ 58,000 people. 

Starbucks puts people in the center of every decision, she said. “It wasn’t so much about business anymore. I remembered how Howard (Schultz, Starbucks founder and chairman emeritus) used to say that not every decision is an economic one. That has stuck with me throughout the years. It helped me to understand what I needed to do.”

Starbucks didn’t just close its retail stores. Wong and her team found new ways to support partners, physically, financially and emotionally, and new ways to connect with customers, despite the physical isolation and lockdowns imposed in some areas. Today, as new cases in China are on the decline, most of the Starbucks stores in China are open again. As COVID-19, the disease caused by coronavirus, has spread across more than 70 countries, there are lessons that can be shared around the globe.

Partners at the heart of response

During a crisis, John Culver, Starbucks group president of International Channel Development and Global Coffee &amp; Tea, said that, “words aren’t important, actions are.”

As Wong’s manager and friend, he’s spoken to her twice a day for years, usually early in the morning and again on his drive home from the Starbucks headquarters in Seattle. He was in China in early January for the Starbucks partners annual Chinese New Year celebration and spring dinner in Shanghai. “It truly was a celebration,” he said. “It was a celebration of the company, our partners’ passion for coffee, and all that’s great about Starbucks.… While I was there, news began to emerge that there was this virus.” 

When the call was made to close stores in China, Wong and Culver talked about what partners would need to feel supported, both emotionally and financially. 

Starbucks made the decision to continue paying its partners even when their stores were closed. Even today, as stores reopen, that commitment stands until everyone is back to work. 

The company may be impacted financially, Wong acknowledges, but “there are moments where you just have to do things and put the safety of the partners first.” 

In China, where in normal times a new Starbucks opens about every 15 hours, she knows that partners play a huge role in the company’s success. Starbucks has built a culture where every partner is treated like family, she said, which drives strong partner engagement and loyalty. 

Culver thinks the business will emerge stronger for it. “What we are seeing in China is the values of the company in action,” he said. 

In a country where family is especially important, Wong wanted to make sure that not only do partners feel cared for, but their families as well. “The whole time I felt as though I wasn’t just responsible for 58,000 partners, but for 200,000 or 300,000 individuals, including their families,” she said.

In 2017, Starbucks China began offering a pioneering critical illness insurance plan to cover partners’ parents. Now, in the wake of the new crisis, the company again expanded insurance benefits for partners and their families.

Frank Han’s parents moved in with him after Wuhan, China, was locked down. His dad began running a fever and soon after, so did his mother, who tested positive for COVID-19. Han, a Starbucks store manager, reached out to his operations leaders at work, and “when they found out about my situation, they activated the whole company, and everyone chipped in to help in any way they could.” 

Eventually, both of his parents were admitted to the hospital, where they remain in stable condition. The extended insurance “has given me assurance and peace of mind to focus fully on taking care of my parents,” he said.

The company also offered a way for partners to check in using its partner app, letting others know that they and their families are safe and well. It also enabled the company to identify partner and family cases immediately, while allowing partners to ask for assistance if needed.

Partners whose stores were closed could also use the app to help fellow partners in stores that were still open. “Above all, they used it to stay connected,” said Wong. She began offering daily updates and answering any questions that partners had for her. 

“One of the biggest things I learned was how to handle 58,000 people’s emotions, to really empathize and care for them, and also uplift their spirits in a difficult time,” Wong said. “It changed how I communicate. I bring them along on every step. If they have a question, I answer it personally, no matter who they are.” 

With many partners staying at home, the company reached out to engage and encourage them to stay positive, to keep the sense of Starbucks community active and hopeful. Partners were invited to attend online classes through Starbucks China University, where they could virtually come together and learn about everything from latte art to personal development, such as leadership training. 

Starbucks also began offering the Partner Assistance Program, a free, anonymous counseling service not just for partners, but their family members as well. And, partners supported each other in creative ways as well. 

Before the outbreak, Sean Zhu, a shift supervisor at a Starbucks in Wuhan, had planned to host a party in late January to celebrate his birthday with his fellow partners from work. Instead, when the day arrived, he was home alone and under lockdown. 

“But the partners did not forget my birthday and they hosted a special ‘virtual party’ by video call for me,” he said. “We are truly a family.”

Culver said he and other leaders see that type of support in action time and again. “What do families do during a crisis? They come together and they support and love each other,” he said. “They take care of one another. And this is on a scale that we’ve never seen happen before – and that’s uniquely Starbucks.”

A cup of comfort to customers

During the height of the outbreak, Wong said she was well aware that coffee isn’t just a beverage – it’s also a symbol of normalcy and routine. 

“We have a sense of responsibility to our customers to serve them that cup of comfort,” she said. “At that point we weren’t even thinking about the business, I just knew a cup of Starbucks beverage would be good for the soul.”

To find ways to allow customers to have that experience while keeping everyone safe, partners got creative. &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 

In the stores that remained open, they created the “Contactless Starbucks Experience.” It leverages digital ordering, such as Mobile Order and Pay through the Starbucks app, but minimizes human contact and reduces time in the store itself. It works like this: a customer orders a beverage via the app, and when they go to the store to pick it up, a partner waiting at the entrance takes their temperature and checks them in. Another partner, wearing gloves, places their beverage on the Mobile Order and Pay station, which has been relocated to the front of the store, then steps aside. The customer then steps forward, picks up their beverage and leaves.

But, despite the lack of human contact, Starbucks partners continue to find ways to connect with customers. In China, when a customer orders via the app, they are given a special code to show when they pick up the order. During the COVID-19 crisis, the code has been changed to inspiring messages, such as “Hang in there” and “Tomorrow will be spring.”&nbsp; 

“It is a way to connect with them,” Wong said.

Delivery riders bringing coffee to customers sanitize their delivery vehicles and boxes frequently and leave the delivery package in a place where the customer can pick it up without contact. And even then, partners personalize the experience by writing uplifting messages to their customers. “Be strong, like coffee,” some of the cups say 

Wong said she marvels that 49 years after the company was founded on bringing people together over coffee, its culture continues to inspire partners and customers to find completely new ways to connect, even with masks, gloves and a restriction on human contact.

Transparency is important so customers understand the precautions being taken, she added. Stores posted signs detailing how the Contactless Starbucks Experience works. “They felt safe and trusted us,” she said.

Across China, close to 200 community programs initiated by partners sprung up spontaneously. Many partners delivered handcrafted Starbucks beverages expressing their gratitude to medical personnel in nearby hospitals and others working at the front lines.

“We didn’t ask them to do it, they did it on their own,” Wong said. “This is how positive they are and how much love they feel. They are passionate and eager to do their part for the country, and send cheer to all the brave people working tirelessly to serve and protect others.” 

Lessons for the U.S. and beyond

Last week, a new report by the WHO-China Joint Mission on Coronavirus Disease, noted that “China’s bold approach to contain the rapid spread of this new respiratory pathogen has changed the course of a rapidly escalating and deadly epidemic.” 

But, it went on, “much of the global community is not yet ready, in mindset and materially, to implement the measures that have been employed to contain COVID-19 in China. These are the only measures that are currently proven to interrupt or minimize transmission chains in humans.”

COVID-19 continues to spread around the globe, detected in more than 70 countries to date and on every continent except Antarctica. It’s estimated to have infected nearly 90,000 people and killed more than 3,000. As of Wednesday afternoon, 11 deaths from COVID-19 in the U.S. had been reported, almost all in Washington state.

In recent weeks, partners at Starbucks headquarters in Seattle have been convening to plan a response for when the virus came to the U.S. and other regions. Rossann Williams, executive vice president of U.S. company-operated business and Canada, said the company has learned a lot from the response in China and Japan and is looking at what is meaningful and appropriate in the United States.

“Everything is through the lens of keeping partners safe,” she said. 

The company is relying on guidance from the Centers for Disease Control and Prevention, local governments, talking with other industry experts and is making decisions based on scientific evidence.

Already, partners in the stores have been directed to sanitize high touch areas at the front and back of the store regularly, ideally every eight minutes, but no more than 30, she said. 

Partners are also washing their hands every 30 minutes with soap and warm water for 20 seconds or more as <a href="https://www.cdc.gov/coronavirus/2019-ncov/about/prevention-treatment.html">directed by the CDC.</a> They’re reminded they shouldn’t touch their faces and if they do, they should immediately wash their hands.

The stores have added additional labor for cleaning. They are also closely monitoring the concentration of the cleaning solutions, per the CDC.

Starbucks has also paused on using customers’ personal cups in the store and “for here” ware, reusable cups for customers who want to enjoy their beverage in the store, as a way to help prevent the spread of the virus. Customers who have their reusable cups with them will still receive the 10 cent discount. 

Williams said the company is currently considering&nbsp; future options for taking care of partners if the situation progresses.

“We’ll make whatever courageous decisions we need to make,” said Williams. “Our goal – as always – is that after this is over, partners will look back and say, ‘I can’t believe I work for a company that cares so much for me, my family and my community.’”

Kevin Johnson, ceo of Starbucks, underscored his vow to do right by partners around the world in a recent letter. “Partners are the heartbeat of Starbucks,” he wrote, “and will continue to be at the center of all decisions we make.”

Earlier this week, Wong got stuck in a traffic jam. She couldn’t have been happier, she said, after all of the weeks of isolation and people unable to go out, gather and connect.

And, best of all, she said, as the number of new infections began to decline, Starbucks China was able to start re-opening doors again. On March 5, the company announced 90 percent of the stores are open again, operating under modified hours and conditions.

Last week, the Shanghai Reserve Roastery re-opened after being closed for more than a month. 

“The night before it opened, I felt like a kid who was about to go on a picnic with classmates the next day. I went there and I was so happy to see our partners. I wanted to give them a hug but I couldn’t since it was contactless,” Wong said with a laugh.

Stores in China are still following safety protocols, but the ability to have human connection over a cup of coffee in a Starbucks is back.

At the Roastery that day, Wong saw some of the regular customers. They’d been there for hours, happy to return to a familiar place that they have missed.

“Don’t ever take things for granted, things that we see as normal could be taken away tomorrow,” said Wong, keenly aware now of how quickly things can change. “You have to tell people you love them right now. Don’t even wait.”

On the day the Roastery reopened, <a href="https://stories.starbucks.com/stories/2020/a-message-from-starbucks-ceo-china-partners-make-us-proud-as-stores-reopen/">Wong recorded</a> a video for partners and customers. “During difficult times like this,” she said, looking into the camera, “you really see how powerfully the Starbucks spirit comes to life. Our partners, they are all helping each other out and the love and the humanity that they have displayed during this difficult time is something that I will never forget for the rest of my life.”

Wong says she hopes that the world will never have to go through anything like this again, but what she has seen and learned has helped underscore her belief in Starbucks partners, customers and the company’s mission and values.

“This whole experience is not a lesson of business disruption, but of leadership and humanity,” she said. “I’m comforted when I look back and see what we did and know what we mean when we say we are a different kind of company.” 

Additional reporting by Carrie Zhou and Michael Tao in Shanghai.

One global company’s steps to navigate COVID-19 in China – and the lessons learned - Starbucks Stories

One global company’s steps to navigate COVID-19 in China – and the lessons learned

When a new virus began to emerge in China, Starbucks made the decision to close most of its stores to help stop the spread – and then took unprecedented steps to care for its partners and customers.

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One global company’s bold steps to navigate COVID-19 in China – and the lessons learned

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It is often through times of adversity that values are tested and courage is demonstrated.&nbsp; 

Over the past few weeks, I have stayed close to the situation in China and how our Starbucks partners in China are navigating a very challenging situation in a way that makes us so proud.&nbsp; 

The COVID-19 (coronavirus) has disrupted people’s lives throughout China and yet Starbucks partners have risen to the occasion, acted with courage, and reinforced Starbucks mission and values through their actions.&nbsp;They are prioritizing the health and well-being of partners and customers.&nbsp;They are supporting government, local authorities and communities working to contain the virus. They have closed stores when necessary, secured masks and sanitizer to protect customers and partners, and they have enabled new ways of servicing customers through this period.

With the number of new cases in China slowing, we are seeing the early signs of a recovery in the region. As a result, the situation is improving throughout major parts of China. We now have 85 percent of stores open across China and continue to assess the ongoing impact. Over time, we will see additional communities recover, more customer occasions in our stores, and we will continue our focus on the well-being of our partners and customers.&nbsp;Meanwhile, our partners are doing what they love most – connecting with customers over a fantastic cup of Starbucks coffee. This is Starbucks resiliency at its best.&nbsp;

In fact, just yesterday, we reopened the Shanghai Roastery and you can see for yourself the joy of our China partners as they are back serving their customers again. You can watch the message Belinda Wong, chairman and ceo of Starbucks China, shared from the Roastery on reopening day below. 

Belinda and the entire China Leadership Team have been true servant leaders through this entire period, putting everything aside to ensure that partners and their families feel supported. As our Starbucks partners in China say, Be strong like coffee!&nbsp;

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With a global footprint, we are working in lockstep with Starbucks regional leaders to share preparedness guidelines and our learnings from China should they be needed. We are staying close to the situation in every single market through connections with local health officials and are prepared to take whatever actions necessary, market by market, to ensure the health and well-being of our partners and customers. I know many of you continue to have questions, so I would encourage you to take advantage of the resources and guidance available on the Partner Hub.

Partners are the heartbeat of Starbucks and will continue to be at the center of all decisions we make. 

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A message from Starbucks ceo: China partners make us proud as stores start to reopen - Starbucks Stories

A message from Starbucks ceo: China partners make us proud as stores start to reopen

As the Starbucks Shanghai Roastery and other stores open, ‘partners have risen to the occasion, acted with courage, and reinforced Starbucks mission and values through their actions,’ said Kevin Johnson.

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New mixology offering elevates nighttime experience at China’s coffee wonderland by blending specialty coffee craftsmanship with cocktail artistry

Shanghai, CHINA — Starbucks today announced the new addition of Bar Mixato to the Starbucks Reserve™ Roastery in Shanghai, further elevating the multi-sensory experience of China’s coffee wonderland. Starbucks unique interpretation of the modern café and bar experience, Bar Mixato brings together the craftsmanship of specialty coffee and the artistry of cocktail concoctions to offer a novel nighttime third-place experience that will enthrall coffee lovers and bar-goers alike. It features a full bar menu, which includes the global debut of 11 innovative coffee- and tea-based cocktails specially created and available only at the Shanghai Roastery.

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“The Roastery has been at the forefront of innovation since its opening two years ago, epitomizing Starbucks relentless efforts to create imaginative new experiences that exceed customers’ expectations,” said Belinda Wong, chairman and chief executive officer, Starbucks China. “The launch of Bar Mixato elevates the nighttime third-place experience with the exquisite fusion of coffee and cocktail art, to delight customers with unique Starbucks Experiences throughout the day. As Starbucks Innovation Lab in China, we will continue to leverage the Starbucks Reserve Roastery to pilot and gradually scale new products and offerings that our Chinese customers love.”

Bar Mixato extends Starbucks passion for coffee to the theater of cocktail mixology, conjuring new creative expressions of coffee, while adding a novel dimension to cocktails to meet the discerning tastes and growing thirst for unique experiences among consumers in China. Customers at the Starbucks Reserve Roastery may now enjoy Starbucks Reserve™ Coffee expertly handcrafted by Starbucks Coffee Masters by day, and connect over coffee- and tea-inspired cocktails mixed with precision by Starbucks Mixologists by night. Altogether, Starbucks has launched seven Bar Mixatos at Starbucks Reserve stores across Shanghai, Beijing, Tianjin and Shenzhen since the concept was first introduced in China in May.

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Located on the second floor of the Starbucks Reserve Roastery, the bar was personally designed by Starbucks global design officer, Liz Muller. It is helmed by Timothee Becqueriaux, winner of the globally prestigious 2019 Chivas Bartender Competition (China region), and his team of more than 20 talented Mixologists, who are not only experts in cocktail mixing, but also coffee and tea aficionados. From the use of ingredients to mixing techniques, they have reinterpreted traditional cocktails to create drinks with unique taste and aesthetic profiles, providing an unprecedented sensory experience for customers. 

Headlining the comprehensive bar menu are 11 unique coffee- and tea-based cocktails specially created by Starbucks China in collaboration with leading bartenders in the industry. Classic cocktails, Italian aperitivo, wine, draft beer and mocktails are also available, as is a thoughtfully curated selection of complementary food choices that customers can pair with their favorite cocktails. The menu will be refreshed quarterly based on the flavors of new Starbucks Reserve coffees. 

Since opening in December 2017, the Roastery has played a leading role in Starbucks retail innovation, incubating new offerings such as Modern Mixology, a new beverage category boasting natural fruit ingredients. With the addition of Bar Mixato, the Roastery will expand to serve as the hub for Starbucks cocktail innovation, before launching to other Bar Mixato locations nationwide. 

Featured beverages: Matcha Drama (left), Nitro Coffee Martini (right)

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Starbucks Launches Bar Mixato in Starbucks Reserve Roastery Shanghai - Starbucks Stories

Starbucks Launches Bar Mixato in Starbucks Reserve Roastery Shanghai

Innovative coffee- and tea- based cocktails add a new dimension to the Starbucks Experience at the Shanghai Roastery.

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Starbucks® food and beverage now available for delivery in China through Alibaba’s smart speaker, Tmall Genie

Shanghai, CHINA – Today, Starbucks is taking another step toward evolving the digital experience for customers in China by launching voice ordering and delivery capabilities within Alibaba’s smart speaker, Tmall Genie. Customers can now order their favorite Starbucks beverages and food simply by using their voice for delivery within 30 minutes. Leveraging Alibaba’s on-demand food delivery platform, Ele.me, the voice ordering capabilities for Starbucks further extend the customer experience within Starbucks digital ecosystem.&nbsp;

The launch of the new service marks the one-year anniversary of Starbucks and Alibaba’s strategic partnership which advances the New Retail infrastructure and digital power in China — one of the fastest-growing markets in the world for coffee consumption. The announcement also builds on several significant collaborations between the two companies that enable a seamless Starbucks Experience for Chinese customers, such as establishing back-of-house kitchens, Star Kitchens, within Alibaba’s Freshippo supermarkets in China.

“We are thrilled to provide our cutting-edge Artificial Intelligence technology through Tmall Genie to serve Starbucks digitally-savvy customers in China,” said Miffy Chen, general manager at Alibaba A.I. Labs which leads the development of Tmall Genie. “Earlier this year, we launched food order and delivery service through Ele.me in response to our users’ needs for on-demand local services. We’re excited to introduce an even more diverse and enriched experience on our platform through Starbucks voice ordering and provide a direct benefit to Chinese consumers within their daily routine.”

“The Starbucks feature through Alibaba’s Tmall Genie ushers in a new era of digital customer engagement for Starbucks, leveraging ground-breaking digital technology to create an unprecedented experience that elevates our connection with customers to new heights,” said Molly Liu, vice president and general manager, Digital Ventures, Starbucks China. “We are focused on ensuring that Starbucks voice ordering is truly personal, and we look forward to offering our customers more convenient moments and new opportunities to engage with Starbucks on a single integrated platform as they move throughout the day.” 

Through Alibaba’s Tmall Genie, customers place an order using their voice and can track their order in real-time within the 30-minute delivery timeframe. 

Starbucks® Rewards members also can earn Stars and receive membership updates, including benefits, on the Tmall Genie. Soon, members will be able to receive personalized recommendations when using voice commands to place orders that are tailored to previous order preferences and popular items from Starbucks seasonal menu. As another added benefit, Starbucks fans in China can also listen to the latest Starbucks in-store playlists through Alibaba’s music streaming app, Xiami Music.

Powered by Alibaba’s speech AI and voice print payment technology, Tmall Genie orders help expand the high-quality Starbucks Delivers experience that is consistent with the Starbucks standards, including specially-designed splash-proof lids for both hot and cold beverages, tamper-proof packaging seals and individual hot and cold delivery containers to ensure orders arrive at the optimal temperature for enjoyment.

An exclusive Starbucks-themed Tmall Genie is available through the Starbucks virtual store in China, which unifies Starbucks offerings within Alibaba’s mobile apps, including Taobao, Alipay and Tmall. 

Starbucks and Alibaba Launch Voice Ordering and Delivery - Starbucks Stories

Starbucks and Alibaba Launch Voice Ordering and Delivery

Starbucks and Alibaba strengthen partnership with voice ordering and delivery through Alibaba's smart speaker.

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