Month: October 2013

Challenging Awakeness – From Favorite to Former

It seems so trivial but it really is the “little things” that annoy consumers.  I was at a sandwich shop recently where I purchased a $7 roast beef sandwich.  After paying the cashier, a sandwich preparer advised me that they were out of roast beef and asked if I would like another option.  My secondary…

Tweet-a-coffee? Mobilize the connection

In my latest book, Leading the Starbucks Way, one of the five business principles I delve into is titled “Mobilize the Connection.”  The quick version of the principle is that given our highly mobile society (and our growing need to have a smartphone at the ready) brands must not only build connections in face-to-face or…

Meeting Customers – Your Road to Success

More than ever customers expect to have their needs met as soon as they ask. Actually, they expect those needs will be addressed even before they ask! In our instant gratification, “text message me,” “give me an app for that” world – winning leaders anticipate customers needs and don’t wait for customers to identify the…

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