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?
What is VUCA & How do YOU Thrive in Volatile Times?
Employees Aren’t Happy - Here are 5 Ways to Reverse the Trend
The ”Art” of pARTnership - How to Amplify Your Success
How to Be an Iconic Service Brand -Four Things You Must Master
How to Profit from Employee and Customer Love - Staying on the Path Less Traveled
Six Essentials to Actually Achieve Lasting Success
How to Craft a Legacy - Taking Your Impact to the Next Level
How to Create WOW - Five Ingredients for Customer Delight
How to Actually Shock Customers - Give Them Authentic Attention
Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward
How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence
Being Present Means More than Presents - How to Absolutely Delight in Holiday Moments
Bitter to Loyal: How to Move Customers from Detractors Into Advocates
You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever
Appreciating Customers Every Day - The Importance of Authentic Thanks
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons for Growth
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service
Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion
Are You Winning Tomorrow? How to Really Create Lasting Customer Success
Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty
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