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?
Customer Value - Expanding Across the 12 Standard Forms of Value
Customer Experience and Value Add: Make it Personal, Emotional, and Sensory
Customer Experience Creation: Give ’em a Reason to Hire and Keep You
Customer Experience Speaker, Consultant, Author OR…A Robot
Service Delivered: Timeless Change!
Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
Once Upon a Time People Assisted One Another…
Transforming Optimism on Transformation
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles
A Contrarian View on the United Airlines Customer Nightmare
Letting People Your Customers Care About Know About Brands That Care About Them
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
Back with an Apology: Rare Rewards of Service Professionalism
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?
Revisiting Convenience – Lessons from H20
When The Customer Is Wrong – Should The Business Be Right?
The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences
All Business is Personal – Consistency with a Twist
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