The Starbucks Experience

What makes the difference between customer satisfaction and engagement?  Dr. Michelli’ explores one critical element and challenges you to look for ways to assure that this ingredient is not missing from your business focus.

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It’s often difficult to tell the teachers from the students.  Dr. Michelli shares lessons from India to Siberia, while posing a challenge for your observation and consideration.

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With economic uncertainity and significant market disruption, Starbucks is looking to re-invent itself.  Dr. Michelli examines how this re-invention can offer lessons for your business. 

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The elements and art of “surprise” for leadership and customer service are explored in this week’s podcast. Keep  your eyes ahead but watch for excitement in your rearview mirror!

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