Human Performance
How to Create Seasonally Relevant Customer Experiences
For many, the most magical time of the year is fast approaching. One indicator that we are on the cusp of the holidays is the presence of Starbucks’ seasonal red cups. The next several weeks are so often a whirlwind of activity with good intentions to stop and connect…but sometimes few opportunities to actually do…
Customer Experience – Is it Care or Speed?
Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as “service horror stories.” Rather than miring us down in those negative interactions, I thought I would simply do a series of quick blogs on what…
Why having a heart for Military Veterans matters!
As we formally honor our country’s military veterans this week, Starbucks is set to hire 10,000 veterans and active duty spouses over the next five years. A classic win-win, this strategy enables Starbucks to capitalize on the unique skills sets of these highly trained individuals while helping to reduce the high rate of unemployment often…
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…
McGraw-Hill is Happy to Announce My Book Hits Bookstores this Week – Leading The Starbucks Way
By Joseph Michelli, New York Times Bestselling Author of The Starbucks Experience “An accessible and practical guide to corporate success.” Publishers Weekly “Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience.” Kirkus Reviews The international success of Starbucks begins with a…
That Nonreplicable “Something Else”
We all know the saying: “Imitation is the sincerest form of flattery.” But, what does that actually mean for your company and the relationship you form with your customers? Well inevitably great business ideas will be duplicated, replicated and/or “borrowed.” The upside of this reality is that overall products and services are improving as more…
Passion Drives Purchase
In my soon to be released book, Leading the Starbucks Way, I list “seven bold moves” Starbucks leaders identified to revitalize their business. These “moves” focused on leveraging strengths, exploring relevant innovation opportunities, and targeting process improvements. These seven objectives were to: 1. Be the undisputed coffee authority. 2. Engage and inspire partners. 3. Ignite…
“Leading the Starbucks Way” – How they are doing it right & why YOU should follow
Starbucks has become one of the most successful businesses in the world. If you need proof – simply look to their record breaking earnings numbers released this week! The brand’s success isn’t only because of their triple vanilla latte (although that certainly hasn’t hurt the cause.) In fact, there is much more to the success…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
