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…
AT&T vs Verizon – A seriously improved customer experience?
Much will be written about the battle of the titans – AT&T vs. Verizon! Thanks, of course, to AT&T’s lost monopoly on the Iphone. AT&T will argue they have a “faster” customer experience and Verizon will suggest they are more “reliable.” In the end, prices should come down on Iphone data plans and features…
A Personal McDonald’s Experience…Absurd?
I know this may seem un-American but I seldom eat at McDonald’s and almost never do so by dining-in. Recently, I was very early for a morning meeting and decided to grab a cup of coffee at a nearby McDonald’s. Past encounters predicted that I would get served quickly and that the product would be…
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…
Quality Toilet Paper
I am interrupting my usual blog to playfully participate in Bathroom Blog Fest 2010. To keep with the theme of blogging about “bathrooms” and given my customer experience focus, here is an archived blog…. Quality Toilet Paper They could save a small fortune if only they would buy single ply toilet paper …. But single…
Unto Thine Own Self Be True
The current recession has many corporate leaders facing a survival challenge for the first time in their business’ history. While this level of vulnerability may be a first for these business owners and managers, other leaders have walked that same path before them and agilely stewarded their “near death” companies back onto a trajectory of…
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