Brand Loyalty

Customer Experience – Understanding Emotional Economics

While working on the new book I am writing about Starbucks, to be released in 2013, I have been digging deeply into research on emotional economics.  As you are  aware economics is the branch of the social sciences that looks at the production, distribution, and consumption of goods and services.  Through much of the history…

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Starbucks and the Alcohol Experience

I just finished an interview to be released soon in QSR magazine.  The central question essentially was  “has leadership at Starbucks lost their collective minds to introduce alcohol as part of the Starbucks Experience in select markets for the afternoon/evening crowd?” Unlike others who were interviewed for the article, I took the position that this…

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