The Starbucks Experience

In a global economy or local business, key success factors in strategic planning and customer experience are universal.  Dr. Michelli shares this message from the BIG economy of India.

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Be what you say you are! Dr. Michelli’ reminds us that if we describe our business in a certain way, we need to live up to that description.  Violating the customer promise can be, and often is, fatal.

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While studying your customer is an important business function, its how you handle what you learn that matters.  Dr. Michelli examines some of the goals and challenges of collecting customer information.

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With the help of a recent client, Dr. Michelli discusses the importance of making micro and macro connections to the community that supports your business. 

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