Sales
Challenging Awakeness – From Favorite to Former
It seems so trivial but it really is the “little things” that annoy consumers. I was at a sandwich shop recently where I purchased a $7 roast beef sandwich. After paying the cashier, a sandwich preparer advised me that they were out of roast beef and asked if I would like another option. My secondary…
Tweet-a-coffee? Mobilize the connection
In my latest book, Leading the Starbucks Way, one of the five business principles I delve into is titled “Mobilize the Connection.” The quick version of the principle is that given our highly mobile society (and our growing need to have a smartphone at the ready) brands must not only build connections in face-to-face or…
Meeting Customers – Your Road to Success
More than ever customers expect to have their needs met as soon as they ask. Actually, they expect those needs will be addressed even before they ask! In our instant gratification, “text message me,” “give me an app for that” world – winning leaders anticipate customers needs and don’t wait for customers to identify the…
Is is loyalty or buying customers?
We all have those loyalty cards hanging from our key rings as we make our way to CVS, Starbucks, and anywhere else we can get a discount or two. As a consumer, we know that as long as we carry these pieces of plastic, bargains await us. Business owners assume we use these cards as…
McGraw-Hill is Happy to Announce My Book Hits Bookstores this Week – Leading The Starbucks Way
By Joseph Michelli, New York Times Bestselling Author of The Starbucks Experience “An accessible and practical guide to corporate success.” Publishers Weekly “Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience.” Kirkus Reviews The international success of Starbucks begins with a…
Courting, Dating, & Loving – A Customer Experience Journey?
Somewhere in our lifetime, most of us have run across Maslows’ hierarchical theory on human motivation (physiological, safety, belongingness and love, esteem, and self-actualization). It is within this framework that Maslow introduced the concepts of people asking Am I safe? before asking Am I loved? Chip Conley in his book Peak took a deep dive…
That Nonreplicable “Something Else”
We all know the saying: “Imitation is the sincerest form of flattery.” But, what does that actually mean for your company and the relationship you form with your customers? Well inevitably great business ideas will be duplicated, replicated and/or “borrowed.” The upside of this reality is that overall products and services are improving as more…
Passion Drives Purchase
In my soon to be released book, Leading the Starbucks Way, I list “seven bold moves” Starbucks leaders identified to revitalize their business. These “moves” focused on leveraging strengths, exploring relevant innovation opportunities, and targeting process improvements. These seven objectives were to: 1. Be the undisputed coffee authority. 2. Engage and inspire partners. 3. Ignite…
“Leading the Starbucks Way” – How they are doing it right & why YOU should follow
Starbucks has become one of the most successful businesses in the world. If you need proof – simply look to their record breaking earnings numbers released this week! The brand’s success isn’t only because of their triple vanilla latte (although that certainly hasn’t hurt the cause.) In fact, there is much more to the success…
FREE RESOURCES