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‘s Science Got to Do With It? | Customer Experience Is Team Member Experience
Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success
Take Risks and Reach Out | Mindset & Agility – The Rocket Fuel for Customer Experience Success
How to Learn and Lead with Agility | Mindset & Agility – The Rocket Fuel for Customer Experience Success
Why Customer Experience Equals Open Mindset
Remove the NOT | Mindset & Agility – The Rocket Fuel for Customer Experience Success
Embrace Ambiguity, Failure, and Fun | Mindset & Agility – The Rocket Fuel for Customer Experience Success
There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success
World-Class CX Leaders | Storytelling – It‘s Worth its Weight in Gold…and Diamonds
Deliver 5 Levels of Value | Team Member and Customer Experience Value
Find the Value in the Data | Team Member and Customer Experience Value
It’s Not What You Value | Team Member and Customer Experience Value
Think Efficiency and Effectiveness | Team Member and Customer Experience Value
It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value
What‘s Value Got to Do With It | Team Member and Customer Experience Value
Make it Simpler & Less Cluttered
Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
Deliver Memorable Internal and External Customer Experiences in a Pandemic & Post-Pandemic World
How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed
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