The Starbucks Experience

Howard Schultz: A Leader, A Teacher, and An Inspiration

As best I can remember I first met Howard Schultz in 2005 during work with Starbucks that led to the publication of my first of two books about the company, The Starbucks Experience. I was on one of the many maze-like floors at Starbucks world headquarters in Seattle (formerly the Sears fulfillment center back in the…

The Starbucks Experience | Challenges and Opportunities in Philadelphia

As you might expect from someone who has worked with and written a couple of books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I have had my share of media asking me to opine on what happened in that Philadelphia Starbucks when 911 was called and the police placed two black men in…

Starbucks: Greatness Personified/Excellence Diversified – What About You?

I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a…

Complexly Simple – Success Can Breed Mediocracy

Do you want to sound smart? Then, tell your friends you read a blog this week about how metathesiophobia is bolstered by accomplishment. In other words, people who are successful often resist change. Most of us suffer from at least a smidge of metathesiophobia (the fear of change). Certain things can help the condition – like…

The Risk of Excellence: Avoiding Customer Experience Mediocrity

Some years ago, I had the good fortune of working on an article draft with John Timmerman and Curt Coffman. John is currently Executive Director of Digital Transformation at Gallup and Curt has co-authored perennial bestselling books like First Break All the Rules and Culture Eats Strategy for Lunch. The article we worked on together…

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

                                                                                           

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article