9780071477840

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

by
  • ISBN13:

    9780071477840

  • ISBN10:

    0071477845

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 10/5/2006
  • Publisher: McGraw-Hill Education

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  • The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Summary

WAKE UP AND SMELL THE SUCCESS! You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experiencecontains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's "most admired" companies, according toFortunemagazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the "partners"-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to Reach out to entire communities Listen to individual workers and consumers Seize growth opportunities in every market Custom-design a truly satisfying experience that benefits everyone involved Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today. For anyone who wants to learn from the best-and be the best-The Starbucks Experienceis a rich, heady brew of unforgettable user-friendly ideas.

Author Biography

Joseph A. Michelli, Ph.D., founder of the consulting company Lessons for Success, speaks to various organizations 60 times a year. He also hosts an award-winning daily radio show on KVOR-AM in Colorado Springs, which reaches 45,000 listeners daily.

Table of Contents

Foreword by Jim Alling, president, Starbucks U.S. Business vii
Acknowledgments xi
Introduction 1(18)
PRINCIPLE 1: Make It Your Own 19(28)
PRINCIPLE 2: Everything Matters 47(34)
PRINCIPLE 3: Surprise and Delight 81(28)
PRINCIPLE 4: Embrace Resistance 109(42)
PRINCIPLE 5: Leave Your Mark 151(24)
A Final Word 175(8)
Bibliography 183(12)
Reader's Guide 195(6)
Index 201

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