Turning Around Leadership at Starbucks

{"company":"Starbucks","sections":[{"label":"Situation","title":"The problem","body":"In early 2020, Starbucks experienced a significant drop in employee engagement scores, plummeting to 54% from a previous high of 75%. This decline was attributed to poor leadership practices, resulting in increased turnover rates of 25% among store managers and a direct impact on customer satisfaction metrics."},{"label":"Decision","title":"What they did","body":"Instead of implementing a top-down training program, Starbucks chose to deploy a peer-coaching initiative for its district managers. This approach encouraged experienced leaders to mentor their peers, sharing insights and fostering a culture of accountability and collaboration rather than traditional hierarchical training."},{"label":"Outcome","title":"The result","body":"Within six months, employee engagement scores rebounded to 72%,…

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