Starbucks Execs Respond To Square Criticism: Innovation Is Messy

“‘We just thought a log of people would come up and say, ‘I’m going to pay with my phone,’ says Chief Digital Officer Adam Brotman. ‘We didn’t realize a lot of customers were going to come up and say, ‘I’m going to pay with square.’

Yesterday, after chatting with Starbucks chief digital officer Adam Brotman and payments VP Ryan Records, I headed to a nearby store for a pick-me-up. As I walked up to the register at a Starbucks in lower Manhattan, I took out my smartphone, told the barista I’d like to pay with Square, and then scanned my iPhone and walked out. It was seamless. Easy. And took less time than for the customer in front of me, who fumbled with quarters and had to wait for change when paying for her coffee.”


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