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?
Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way
From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way
Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
5 Things Service Professionals Should ALWAYS Say…
Reach for Common Ground | How to Deliver World-Class Customer Experiences –Leading the Starbucks Way
Love to be Loved | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
Create Belonging | Customer Experience Excellence – The Airbnb Way
How to DRIVE employee engagement (part 2) | Customer Experience IS Team Member Experience
How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience
What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience
How do you know if they are engaged? | Customer Experience IS Team Member Experience
Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience
What‘s Science Got to Do With It? | Customer Experience Is Team Member Experience
Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success
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