The Starbucks Experience

Following up on last week’s podcast, Dr. Michelli serves up questions to help you evaluate your business against Dr Frei’s “Musts of Service Companies.”

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Dr Michelli shares research from Harvard Professor Frances Frei concerning the Musts of a Service business… in the process he quizzes you on your knowledge.

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This week Dr. Michelli discusses options in situational leadership.  Specifically, these options are presented in the context of effective organizational change.

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What a terrific world we live in with so many “good” people and outstandingly generous resources.  Dr. Michelli shares a favorite resource of his, retail customer experience expert Doug Fleener.

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From sorrow can come insight and appreciation.  Dr. Michelli shares his reaction to a personal loss and the lessons learned from a truly great man!

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