For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-part series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way."
The story of Starbucks' meteoric growth during the 1990s and early 2000s is well chronicled in a series of books about the company including one I wrote titled The Starbucks Experience. However, by the mid-2000s the company was reeling from years of frenzied expansion, an obsession for year-over-year sales numbers, a sliding global economy, and less frequent visits from loyal customers in Starbucks’ U.S. stores.
In the book, I wrote during the Starbucks revitalization titled Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People, I outlined leadership and customer experience tactics that supported Starbucks' transformation plan.
To effectively elevate Starbucks to “be the undisputed coffee authority,” leadership redoubled efforts to drive a passion for the company’s core offering - coffee. While many leaders do not view product passion as a necessary component for sales success, it certainly differentiates sales leaders like Starbucks from most other competitors.
What are you doing to help your people become the undisputed authority in your sector?
What Would your Customers Actually Say? Mustering Courage to Observe the Truth
Join the Convenience Revolution - How to be Easier to do Business With
PODCAST - Was Your Mother Right? Classic Wisdom at the Heart of Customer Success
PODCAST - How to Spark EI and CX - Igniting Empathy and Emotional Skill
PODCAST: Make Customer Breakdowns into Breakthroughs - How to Embrace Service Shortcomings
PODCAST: Choose your Attitude, It’s Showtime - How to Actually Care for Every Customer
PODCAST: How to Actually Show Gratitude - The Lost Art of Appreciation
PODCAST: Why Send Customers Away - The Art of Building Trust and Loyalty
PODCAST: How to Crush Signature Moments - The Art of Subtly Delighting Customers
PODCAST: How to Design Wow - An Approach to Satisfy and Delight
PODCAST: Playing to Win: How to Think & Act Like Zappos
PODCAST: Being the Ritz Carlton of Your Industry: How to Deliver Delight
PODCAST: Are You Catching the Big Fish? Colorful Ways to Delight Every Customer
PODCAST: One of the Most Asked Questions: How Customer Experience Leaders Really Win
PODCAST: Behavior vs. Score - How to Track What Actually Matters
PODCAST: There’s More to Service - 5 Ways to Help and Care
PODCAST: Customer Psychology - How to Enhance Experiences and Boost Sales
PODCAST: Do You Want People to Repurchase? Become a Confidence Building Business
PODCAST: Ten Ways to Keep Employees - Fundamentals for Robust Engagement
PODCAST: Know Your Customers - How to Seize Opportunities and Engage Loyalty
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