Lessons from the Road
I have been traveling and consulting a great deal lately and each day serves as an amazing learning lab. Here are some random lessons from my journeys, which I hope will relate to your business: 1) A man in a coffee shop started talking to me about a concept he called “otherness.”. This made me…
Starbucks Trenta – Can your experience get “too big?”
I knew “Trenta” was coming but I continue to be amazed at the media storm and second guessing Starbucks receives. In case you missed it, Starbucks launched their new 31oz drink size option (named Trenta) in 14 states this week including Virginia, Georgia, Florida, Texas, Hawaii and Arizona and will add California to the Trenta…
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…
An honest letter from YOUR customer. Do you dare read it?
I KNOW that my brain works in strange ways. But for some reason, I started thinking about what a customer would say to owners and leaders about their honest wants, needs, and desires if they wrote them in a compact letter. Here’s my take…. Dear Business Owner/Leader: Please do what you say you will and…
How much permission do you have? Lessons from Zappos and Clorox
Something smells around here! Ah yes, it’s the distinct aroma of Clorox! I just finished the first draft of my new book The Zappos Experience (which will be released in the fall) and was revising a section concerning the Zappos brand platform. So I thought I might share a paragraph from the upcoming book to…
What to learn from Starbucks’ new logo
Wow what a logo! As the author of The Stabucks Experience I have had many people ask about the NEW STARBUCKS LOGO! The principle questions I’ve fielded since the announcement earlier this week are variations of the following: 1) Why replace an iconic logo? 2) Will the new logo “stick”? 3) When should I change…
New opportunities for old and new customers
Meister Eckhart once said “Be willing to be a beginner every single morning.” A new year is symbolic of new beginnings. Thank you for making 2010 the most professionally successful ever for The Michelli Experience! May all of us start each day this year with the same spirit of new beginnings that we ascribed to…
Doing Good and Doing Well
Installment 6 of my holiday retrospective is a classic example of how businesses can create truly memorable experiences…. From my book The New Gold Standard … Salazar, age 12, was a champion figure skater who began noticing pain in her legs while preparing for a regional competition as a step toward the Olympics. While originally thinking…
Make it Their Own – Experiences that Connect
Installment 5 of this holiday retrospective, takes me back to my book The Starbucks Experience and the importance of not “doing the experience to your customers” but instead “doing it with them.” At Starbucks, customers must be able to customize their beverage order, with the handcrafted assistance of their barista (the Italian word for bartender…
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