Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
In my first of two books about Starbucks titled The Starbucks Experience, I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by noting “everything matters – that narrows it down, doesn’t it?” In The Starbucks Experience, I used…