How Starbucks lost its 'fidelity'

Exclusive book excerpt: In the trade-off between quality and convenience, the coffee juggernaut fell into the trap of becoming too familiar.

FORTUNE, September 16, 2009 — In this adaptation from his new book, Trade-Off: Why Some Things Catch On, and Others Don't (Broadway Books), author Kevin Maney explains the tension between two key qualities and how a great brand got caught in a no-man's-land between them.

We constantly, in our everyday lives, make trade-offs between fidelity and convenience.

Those trade-offs, and how they affect business, help explain why Starbucks (SBUX, Fortune 500) hit a wall in 2007 — and why CEO Howard Schultz is still struggling to get his company's mojo back.