Value Proposition

Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista

In my books, The Starbucks Experience and Leading the Starbucks Way, I’ve shared many lessons from frontline team members (referred to as partners at Starbucks). While leadership approaches to customer experience are critical, I’ve found that some of the most powerful insights on creating customer loyalty come from those in the trenches with customers daily.…

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VUCA and YOU – How to Lead in Uncertain Times

Second in a Series This four-part series addresses strategies for managing the challenges of living in and leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). If you missed the first installment (which puts VUCA in a historical context and offers strategies for managing the V in VUCA – Volatility), you can find it here. This…

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It’s Not What You Value | Team Member and Customer Experience Value

I’ve just previewed a recently released book titled Business Model Shifts – Six Ways to Create New Value for Customers. The authors who are associated with Business Model Inc. suggest that business leaders must shift their perspective from what creates value for their business to what creates value for their customers. According to the authors,…

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Value Proposition & Customer-centricity | Explore & Commit

Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity. Unless you have gone well beyond the “delete Facebook” movement and literally given up the Internet altogether (which would mean I am writing this to myself), you’ve certainly had a front row seat to the Facebook vs.…

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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