Building the road with hope and positivity

Half full or Half Empty? A new Gallup poll suggests optimists outnumber pessimists 2 to 1 – at least when it comes to expectations for the US economy in 2011.  Given that data, I have a series of questions for you and your company: Do you share optimism for 2011? If so, how are you…

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The Starbucks Experience is Back…or Is it?

As the author of The Starbucks Experience, I endured predictions of the brands demise from some very esteemed colleagues.  With rounds of layoffs, a January 29th 2009 announcement that 3oo stores were closing, a cooling economy, and increased competition for the gourmet coffee market, it was looking like Starbucks was on the ropes! While other’s…

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Send your customer away, it’s for the good of all!

I know this will sound crazy at first, but please bear me out.  You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s best interest 2) when it’s in your staff’s best interest A recent study cited in the book Service Economics suggests that when businesses truly act like “trusted advisors” (not just…

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Walmart, Amazon, Carnival Splendor – A Week of Customer Experience Lessons

What a week it was! With so much in the news touching upon customer service and consumer loyalty, I’m addressing a few tidbits as “teachable moments” or “food for thought.” Wal-mart announced that, for the Christmas season, it would be offering “free shipping” on most online item purchases (irrespective of order value). This announcement sent…

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Direct Buy, Best Buy, Where You Buy

It had been some time since I heard about them but this week they kept finding their way into my conversations. At a large independent retail conference they were a central point of discussion, while working for a major metropolitan design center client I also heard my share about them. Who are they? Direct Buy…

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The Starbucks Experience: Leadership Tips eBook
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