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…
It’s Time for Truth – Measure It/Reward It
It goes without saying (but I will say it anyway) what gets measured gets attention! What gets measured and rewarded gets done! I state this seemingly obvious truth because I continue to be brought into organizations that talk about customer centricity but that lack customer engagement metrics and in no way link rewards to performance…
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…
Service the Way it Ought to Be!
The fourth installment of my reflective blogs comes from an upcoming book about revolutionary changes in patient experience at UCLA Health Systems: Dr. Michael W. Yeh, Assistant Professor of Surgery and Medicine and Program Director of Endocrine Surgery at UCLA, saddressed challenges of the timely delivery of care when taking over leadership of his program.…
5 Steps to Extraordinary Service Recovery
My third retrospective installment comes from my book The New Gold Standard and looks at Service Recovery at The Ritz-Carlton Hotel Company: Customers are all too often surprised when businesses accept responsibility for breakdowns, thus providing a strategic advantage for those businesses that their admit faults. John Fleming, Ph.D., Principal and Chief Scientist for Gallup…
What’s in a name? The Starbucks Experience
The second installment in my year end reflection brings me back to lessons learned from a Starbucks barista named Joy Wilson, as shared in my book The Starbucks Experience: Welcoming people by name and remembering them from visit to visit is a small thing, but it counts! The great Dale Carnegie recognized this in his…
Being a Leader and Being the Experience!
As this Christmas week commences, I will take time in gratitude to reflect on all those who have supported, influenced, and guided me. During this period of reflection, I’ll provide blog posts which reflect excerpts from my past and upcoming books. Let’s look back to the wisdom of the co-author of my book When Fish…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
