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?
What Is A Persona And What Does It Have To Do With Customer Journey Mapping?
Patiently Seeking Input to Guide Service Experience Design
McDonald‘s Experience of the Future & Your Keys to Outstanding Experience Design
If Only Someone Had Told Me Sooner!
Branded Customer Experience Delivery
Catching Great Leadership Skills
So Many Customer Experience Lessons – So Little Time!
From Customer Journey Map to an Optimal Customer Journey Road Map
Customer Journey Mapping and the Road Beyond
No Joke! The Role of Humor in Customer Experience
Afraid of Being a Loving Business? Abundantly Moving Beyond Business Fear
Howard Schultz: A Leader, A Teacher, and An Inspiration
Practicing Otherness in a Selfish World
A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize
5 Things You Absolutely Must Do To be Customer-Centric
You Want to Deliver an Experience that Attracts and Delights Your Customers - So Don‘t Do This!
Redesigning Process Improvement in the Age of AI & the Customer
Social Media Influencers and Your Customer Experience
Starbucks Store Closings for Training: Déjà vu and You
Starbucks, Challenges and Opportunities in Philadelphia
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