The Starbucks Experience

Tell Microsoft that the little things aren’t important.  While you’re at it, tell the composers that they didn’t do enough.  LISTEN and reflect on the philosophy and practice of “everything matters.”

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Dr. Michelli talks about a client that inadvertently built its business through internal competition. Whether by design or default, departmental rivalries and turf battles occur in almost every company. In the next few minutes you will hear strategies for breaking down those unhealthy organizational divisions!

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The Beatles sang “Money can’t buy me love” and while money CAN buy a lot of employee perks - there are things you can do to enrich employees lives that require little more than charting their career path.

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Even regular customers need active and participatory care.  Borrowing the Starbucks service mantra “connect, discover, respond”, Dr. Michelli offers action steps to “anticipate, inquire and respond” to stated and unstated needs of customers.

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