Archive for the 'The Starbucks Experience' Category

We believe kindness is a choice that is demonstrated through action. Rather than practicing “random acts of kindness” we believe kindness must be intentional. We also believe that it is not enough to be kind only when it’s expected. We want to surprise others with kindness!

Finally, we believe stories of surprising kindness serve to inspire others, so we hope you will share stories of leaders, managers, team members, colleagues, friends, family, acquaintances, and even strangers who have been surprisingly kind.

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Given limited resources, I spend a lot of time helping my clients look for ways to deliver excellence at the highest value moments across the journey of their core customer segments.

While each customer group will differ on the moments-that-matter most to them, certain customer interaction points play a fairly universal role when it comes to customer engagement or customer churn.

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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 history of Starbucks closing for training sessions...

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Dr. Michelli discusses what happened in that Philadelphia Starbucks when 911 was called, the police placed two black men in handcuffs and led them out?

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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 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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To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre.

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In this weeks installment, Dr. Michelli builds on Josh Kaufman's model of business value and examines it through the lens of a company called Omni....

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