This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." In this installment, we continue to explore business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
When sitting across from Howard Schultz (the former CEO of Starbucks) it doesn’t take him long to get to the heart of leadership excellence which explains why I titled a Starbucks business principle “Love to be Loved.”
From Howard’s perspective, much of leadership comes down to three traits: “Take love, humanity, and humility and then place them in a performance-driven organization. Those humanistic elements in performance may seem in conflict to the naked eye. But I believe performance is significantly enhanced by human-centric leadership. I am convinced of it because we have become more performance-driven than at any other time in our history and the values of the company are at a high level. If we can infuse love, humanity, and humility on a global basis and build it into a performance-driven organization, we are unbeatable.”
In what ways are you managing through the lens of humanity while still maintaining high-performance expectations?
Customer Segments or Customer Need States?
Trusting Your People and Superpowering Your Customer Experience
Legendary Brand: What’s Your Story?
Cutting-edge Service Technology Blended with a Human Service Culture
Soaring Through Future-Focused | Optimal Customer Visioning
The Agility of Ownership – Lessons from South African Entrepreneurs
Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]
Customer Experience Lessons from the African Bush
Extending Kindness for Generations to Come
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
Long ago in a galaxy far, far away... | Small-Town Lessons on Relationship and Business Reputation
The Bar is High – Are you Letting your Products and Technology Down?
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
For the Love of Mike (and all the others you serve) – Close the Loop!
Rolling through the Highs and Lows | Where will your Customers Land?
5 Things Not To Do in Your Journey to Customer Experience Excellence
Your Customer Journey Map is Probably Not Enough
No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook
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