This is the fourth in a 5-part series and we're continuing on through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
In the context of my principle, Mobilize the Connection, I talked with, then CEO of Starbucks, Howard Schultz about digital transformation. He noted, “We started before there was a digital revolution; the third place was our stores. Our mobile focus has evolved to the point where everyone is getting primary information and communicating in a way that was nonexistent before. I don’t think any enterprise or organization can exist in the future without having a primary relevant position in the minds and hearts of people through a digital platform. Many brands will come and go in terms of relevancy and trust in the digital world, as trust and relevance will be harder to maintain digitally than through a physical presence.”
Does your digital strategy integrate multiple approaches to engage people across a mass-market and individually?
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
Sharing your brand stories differently
Do not Forget to Sprinkle Emotion on Top of Branded Storytelling
Say Yes to a Dress | Developing Characters in Branded Storytelling
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