Recently, Starbucks decided to use a new colorant for is pink
drinks and glazing. Instead of using milk products and real strawberries, the
coffee chain decide to use chochineal extracts that consist of crushed bugs
from South America.
Cochineal extract is allowed by the FDA as a food colorant.
Since it is cheaper to use, Starbucks used it to color its popular Frappuccino Strawberry and Strawberry Smoothies.
Vegans and vegetarians were not pleased when they found out
that their soy milk Frappuccinos and Smoothies suddenly contained animal
products. Customers in general were bugged by the idea that there were bugs in
their Starbucks.
As usual, the power of social media was harnessed;
sentiments were vented in online forums and in YouTube videos. The online petition
on Change.org got almost 7,000 signatures.
Starbucks got the marketing message and announced that from
now on, lycopene extracts (from ripe tomatoes) will be used. Cliff Burrows, the
President of Starbucks U.S.,
apologized and posted the following blog post:
“As I first shared on March
29, we’ve learned that we fell short of your expectations by using natural
cochineal extract as a colorant in four food and two beverage offerings in the United States.
Our commitment to you, our customers, is to serve the highest quality products
available. As our customers you expect and deserve better – and we promise to
do better.
After a thorough, yet fastidious, evaluation, I am pleased
to report that we are reformulating the affected products to assure the highest
quality possible. Our expectation is to be fully transitioned to lycopene, a
natural, tomato-based extract, in the strawberry sauce (base) used in our
Strawberries & Crème Frappuccino® blended beverage and Strawberry Banana
Smoothie.
Likewise, we are transitioning away from the use of
cochineal extract in our food offerings which currently contain it (Raspberry
Swirl Cake, Birthday Cake Pop, Mini Donut with pink icing, and Red Velvet
Whoopie Pie).
This transition will occur over time as we finalize
revisions and manage production. Our intention is to be fully transitioned from
existing product inventories to revised food and beverage offerings near the
end of June across the U.S.
We thank you for your continued feedback, support and
comments, and we encourage you to continue to share your thoughts here as well.”
Although Starbucks bugged its customers, it did excellent
crisis management.
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