When you bundle these five recent announcements together, you get a sense of Starbucks’ willingness to aggressively champion evolving customer experiences and streamlined service ecosystems.
In my book, The Airbnb Way, I explore the growth mindset needed to be effective in customer experience (CX) today. CX success requires an understanding (as Marshall Goldsmith puts it) that “what got you here won’t get you there.”
Leaders at companies like Starbucks and Airbnb see change as an opportunity and complacency as a decline.
How is your appetite for customer-centric and service ecosystem change?
This is the last week to secure a special-pre-order offer for The Airbnb Way. The offer includes an autographed copy of the book, a price discount, free U.S. shipping, and an exclusive invitation to a webinar about the book. You can access that offer here using the code THANKS.
In addition to benchmarking brands like Starbucks and Airbnb, I’d love to talk to you about your customer experience and digital service ecosystem adaptivity. Simply reach out to me here.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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