What happened to Starbucks? How a progressive company lost its way

In Midtown Manhattan, on the ground floor of an office building, there’s a coffee shop that’s easy to miss. When you walk in, there’s no menu, just a metal riser supporting drinks waiting to be picked up, and in back, some plush banquettes and tables. Display cases are stocked with tidy packs of sushi and sandwiches, and shelves feature gas-station staples like Red Bull and Kettle chips. To access any of this, you pass through a turnstile that scans your palm and logs into your Amazon account. The coffee and food can be paid for without uttering a word to anybody. A sign by the door suggests, “Start with the apps.”