The Starbucks Experience

Interview with Dr. Michelli on BNET

Joseph Michelli — Tue, 22 Jul 2008 16:56:05 +0000

Listen to an interview with Dr. Michelli about The New Gold Standard entitled Leadership Secrets of the Ritz-Carlton as presented on the Useful Commute Podcast at BNET.com.

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Danger Danger! Change Ahead

Joseph Michelli — Thu, 17 Jul 2008 16:58:21 +0000

Milder brew, beer served in a glass - not all change is initially well received! Dr. Michelli examines the unintended downside to customer-centric change.

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The New Gold Standard - YouTube Video

Joseph Michelli — Tue, 15 Jul 2008 19:17:52 +0000

Here is Dr. Michelli’s latest YouTube Video

Complaints at Home

Joseph Michelli — Thu, 10 Jul 2008 15:40:38 +0000

Customer reviews are increasing on the internet. Dr. Michelli discusses a strange place that these reviews can be found and whether your business should place them there.

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Starbucks Shipwrecked?

Joseph Michelli — Thu, 03 Jul 2008 14:59:46 +0000

With the announcement that Starbucks will be closing 600 of it’s US stores, Dr. Michelli puts these store closings in perspective and addresses repositioning efforts in these challenging economic times.

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A Starbucks Experience Youtube video

Joseph Michelli — Thu, 26 Jun 2008 05:51:13 +0000

Here is a slideshow project, kindly created for The Starbucks Experience by Ethos3 and modified for placement on Youtube. Hope you enjoy this one minute video.

Sneak Preview

Joseph Michelli — Thu, 26 Jun 2008 02:20:06 +0000

Dr. Michelli offers you a “sneak peak” into his book The New Gold Standard, which will be released next week. His podcast excerpts a section of the book that discusses the Ritz-Carlton “line-up.”

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The New Gold Standard

Joseph Michelli — Thu, 19 Jun 2008 04:29:45 +0000

Dr. Michelli offers an overview of his soon to be released book about The Ritz-Carlton Hotel Company.

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No White Flag

Joseph Michelli — Thu, 12 Jun 2008 05:43:02 +0000

Dr. Michelli looks at Starbucks’ commitment to expanding not contracting in order to add value to customers in difficult economic times and he further explores the applicability of this approach to your business.

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Free WiFi Anyone?

Joseph Michelli — Thu, 05 Jun 2008 05:12:16 +0000

When do you need to change your customer experience? Dr. Michelli offers insights based on a recent customer experience change at Starbucks.

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Sirens Sound on Starbucks Logo

Joseph Michelli — Thu, 29 May 2008 01:17:21 +0000

Dr. Michelli discusses the temporary Starbucks cup redesign campaign in the context of managing politically correct sensitivities while advancing your brand image.

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Pike’s Peak or Pikes Peak

Joseph Michelli — Wed, 21 May 2008 23:20:18 +0000

Details matter but do some details matter more than others? Dr Michelli explores this important question, as it relates to your business.

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Grab Bag

Joseph Michelli — Thu, 15 May 2008 03:59:46 +0000

Venturing across a range of topics, Dr Michelli addresses effective messaging, core focus, and benefits/risks of setting customer expectations.

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Leading Up

Joseph Michelli — Wed, 07 May 2008 20:39:59 +0000

This week Dr. Michelli talks about an “authentic” approach to effective collaboration with a boss.

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Frei Questions

Joseph Michelli — Wed, 30 Apr 2008 22:33:04 +0000

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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Musts of Service

Joseph Michelli — Thu, 24 Apr 2008 03:54:05 +0000

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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Changing the Way You Drive Change

Joseph Michelli — Thu, 17 Apr 2008 14:35:47 +0000

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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Fleener Retail Wisdom

Joseph Michelli — Thu, 10 Apr 2008 01:43:14 +0000

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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Budgie Fazzino Lessons

Joseph Michelli — Thu, 03 Apr 2008 01:32:31 +0000

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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Hard Listening

Joseph Michelli — Thu, 27 Mar 2008 03:00:17 +0000

Everyone is taller, richer and a better listener than they really are! Dr. Michelli examines common leadership distortions and strategies for gaining greater perceptial accuracy.

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