Archive for the 'Leading the Starbucks Way' Category

There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.

 

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In this week's episode, Dr. Michelli discusses how to use customer journey maps as a way to envision the optimal future customer experience.

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In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery. 

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Dr. Michelli discusses how stories are a form of customer currency...

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In this week's episode, Dr. Michelli discusses the greatest customer experience common denominator...

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In this week's episode, Dr. Michelli discusses the history of Starbucks closing for training sessions...

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In this week's episode, Dr. Michelli discusses the leadership legacy of Orin Smith (one of the original brand architects of Starbucks).

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In this week's episode, Dr. Michelli discusses the difference between customer-centricity and customer experience...

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In this week's episode, Dr. Michelli discusses voice-activated digital assistants and voice internet access...

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Dr. Michelli discusses how technology should address human needs when used in customer experience...

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