Podcasts about starbucks way

In this episode, Dr. Michelli discusses strategies for businesses to manage the holiday shopping season, ensuring both temporary and permanent staff deliver consistent, high-quality customer experiences. As holiday shopping begins earlier each year and represents a substantial portion of annual revenues, it's crucial for companies to prepare their teams thoroughly. Drawing from his insights in "Leading the Starbucks Way," Dr. Michelli emphasizes the importance of a clear service vision to maintain consistency across all customer interactions. Starbucks' commitment to creating "inspired moments in each customer's day" through behaviors like anticipating needs, personalizing service, connecting genuinely, and owning each interaction serves as a model for other businesses during the busy holiday season. Key leadership strategies include defining a straightforward service vision, identifying essential service behaviors, and ensuring efficient yet meaningful customer interactions. Additionally, equipping employees with practical tools and leveraging veteran staff to mentor seasonal workers can enhance service consistency and quality. The episode concludes by encouraging businesses to embrace the holiday rush as an opportunity to create lasting impressions and cultivate long-term customer loyalty, embodying General George S. Patton's spirit by accepting challenges for the exhilaration of victory. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Michelli delves into the enchanting world of brand affection, discussing the phenomenon of weddings and receptions at unconventional venues like Starbucks, illustrating the concept of "lovemarks" defined by Kevin Roberts. These are brands that inspire loyalty beyond reason, evolving from mere trademarks into beloved fixtures in their customers' lives. Dr. Michelli reflects on his experience while working on "The Starbucks Experience" and "Leading the Starbucks Way," where he explores how brands can transform into "lovemarks" by creating deep emotional connections with customers. He examines how Starbucks and other iconic brands have become venues for significant life events, highlighting their transition from businesses to integral parts of personal identities. Key takeaways include: Building Emotional Connections: Foster strong bonds by offering exceptional customer service and personalized experiences. Enabling Self-Expression: Allow customers to express themselves through customizable products and inclusive community spaces. Creating Memorable Experiences: Pay attention to the details that make customer interactions memorable and consistently deliver high-quality service. Leveraging Social Media: Engage with customers on social media to build a community and share content that resonates with your audience. Encouraging Word-of-mouth Marketing: Motivate customers to share their positive experiences and become organic advocates for your brand. Dr. Michelli also introduces a practical approach to measuring customer engagement through Gallup's metric, which involves asking customers to rate their inability to imagine a world without the brand and how perfectly the brand suits them. This metric helps businesses gauge their success in becoming beloved brands or "lovemarks." Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!    

In this episode, Dr. Joseph Michelli examines Starbucks' recent challenges and strategic responses under CEO Laxman Narasimhan's leadership. Despite facing its first negative financial performance since 2020 due to budget-conscious consumers, severe U.S. weather, competition in China, and other global economic volatilities, Starbucks continues to adapt and position itself for recovery. Drawing on his extensive experience with the company and insights from his books, "The Starbucks Experience" and "Leading the Starbucks Way," Michelli outlines key lessons applicable to any business leader. The podcast delves into strategies such as continuously innovating to stay relevant, understanding market dynamics, enhancing customer engagement through technology, investing in supply chain management, ensuring cultural and local relevance, and effective crisis management. Listeners will gain actionable takeaways on navigating business challenges, emphasizing the importance of adaptation, customer-centric innovation, and clear communication during crises. This discussion provides valuable insights into maintaining resilience and driving business forward in the face of adversity. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encourages bold experimentation to keep your brand dynamic and explores the balance of offering variety while maintaining excellence. Joseph concludes with a call to action for businesses to create resonant experiences through accessibility, experimentation, excellence, and relevance, much like Starbucks does. It is a guide for businesses to thrive by embracing change and ensuring relevance in every market they approach. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share or subscribe to it!

In this episode, listeners get an inside look at operational excellence that separates thriving businesses from competitors. The focus is on how leaders manage to streamline daily operations efficiently, allowing them to foster a culture of passion for products, services, and the customer experience within their teams. This approach is exemplified by Starbucks, as discussed in Dr. Michelli's book Leading the Starbucks Way, highlighting his Savor and Elevate principle. Listeners will hear about the impact of cultivating a business environment where every team member, without exception, exhibits an entrepreneurial zeal in delivering exceptional customer service. The podcast sheds light on the powerful cultural rituals at Starbucks, which are not merely symbolic but form the bedrock of the company's values and aspirations. These rituals, such as coffee cuppings and imparting knowledge of coffee's journey, are central to crafting a strong, united company culture. This episode emphasizes key strategies such as igniting product passion, cultivating a transcendent spirit among employees, implementing meaningful rituals that align with the company's mission, promoting experiential learning, reinforcing the company culture, and the critical evaluation and evolution of these rituals. It provides a deep understanding of how these elements contribute to an optimal customer experience and a robust company culture, as underscored by the insights of Triathlete Avinash Kushwaha on the profound influence of rituals in shaping business success. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe to it!      

In this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks. Drawing from his book Leading the Starbucks Way, Michelli examines the foundational components that have catapulted Starbucks beyond a mere coffee brand to a global symbol of innovative customer experience. The episode focuses on three core principles: Embracing Storytelling and Ritual, Fostering Customer Love, and Driving Growth Through Intelligent Innovation. These principles highlight Starbucks' unique approach to creating a welcoming and familiar ambiance, building deep emotional connections with customers, and staying ahead in the market through thoughtful innovation. Michelli's insights reveal how Starbucks has created a customer-centric environment that resonates with patrons worldwide. The episode serves as a masterclass for businesses seeking to elevate their customer experience by balancing product excellence with genuine human connection, as exemplified by Starbucks' journey. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly. If you find value in this podcast, please like, rate, comment, share or subscribe to it!  

In this episode, Dr. Joseph Michelli shares Michael Porter's "Five Forces Analysis," reimagining it in the context of customer engagement and loyalty. Gleaned from research while penning "Leading the Starbucks Way," Dr. Michelli presents a fresh perspective on Porter's variables that have shaped business strategies over the years. From the daunting presence of an established market player with an engaged customer base acting as a deterrent to new entrants to the protective shield loyal customers offer against potential substitute threats, this podcast spotlights the power dynamics of business through the lens of customer loyalty. The episode provides actionable strategies on fostering deeper customer relations, ensuring consistent core values even while innovating, and the significance of continuous market assessments. Throughout, listeners are reminded of the intertwined relationship between Porter's strategic forces and the pivotal role of customer engagement, urging them to recalibrate strategies for lasting market impact. Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on developing effective customer-centric strategy can reach out to him directly. If you find value in this podcast, please like, share or subscribe to it!

In this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions. Drawing from insights gained while authoring "Leading the Starbucks Way," Dr. Michelli explores "behavioral or emotional economics," revealing how emotions intricately influence consumer decisions. Examining pivotal research by psychologists like Daniel Kahneman and Amos Tversky, the podcast elucidates the shift from perceiving consumer choices as purely rational to acknowledging the profound impact of emotions. Key research highlights include Leonard Berry's insights into the emotional resonance of iconic brands and the importance of trust and emotional attachment in industries like casinos. Dr. Michelli concludes with actionable takeaways, emphasizing the significance of emotional branding, fostering trust, and nurturing authentic relationships. He leaves listeners with a pressing question about their brand's emotional resonance and challenges them to delve deeper into the heart of their customer's needs. Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on driving emotional connections with customers can reach out to him directly. If you find value in this podcast, please like, share or subscribe to it!

In this episode, Dr. Michelli shares four tips for gaining a competitive advantage through brazen customer experience, based on his work with Starbucks and his books, The Starbucks Experience and Leading the Starbucks Way. Learn how Starbucks partners create emotional connections with customers, co-create experiences based on customer input, think beyond products, services, and profits, and inspire greatness in their teams. 

In this episode, Dr. Michelli borrows from his two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) to share tips on personal and memorable frontline service.

A recent trip to Starbucks Reserve Roastery - which I loved - brought around so many business and marketing lessons correlated with growing a coaching business. Get your custom built 6 week game plan (free today): https://www.neilshoney.com/6weeks 19 Minute Super Spike Offer Masterclass + FREE Template: https://www.neilshoney.com/superspiker Apply For The Private Coaching Opportunity: https://neilshoney.com/privatecoaching

A recent trip to Starbucks Reserve Roastery - which I loved - brought around so many business and marketing lessons correlated with growing a coaching business. Get your custom built 6 week game plan (free today): https://www.neilshoney.com/6weeks 19 Minute Super Spike Offer Masterclass + FREE Template: https://www.neilshoney.com/superspiker Apply For The Private Coaching Opportunity: https://neilshoney.com/privatecoaching

A recent trip to Starbucks Reserve Roastery - which I loved - brought around so many business and marketing lessons correlated with growing a coaching business. Get your custom built 6 week game plan (free today): https://www.neilshoney.com/6weeks 19 Minute Super Spike Offer Masterclass + FREE Template: https://www.neilshoney.com/superspiker Apply For The Private Coaching Opportunity: https://neilshoney.com/privatecoaching

Today we are diving into the classic by Howard Behar - It's Not About The Coffee. In today's episode we are afforded the incredible opportunity to have Howard join us to help weave some of these concepts into the fabric of the Construction Industry and how his #ServantLeadership style helped shape many of the strategic decisions at Starbucks. For 21 years Howard led Starbuck's domestic business as President of North America, and he became the founding President of Starbucks International opening the very first store outside of North America in Japan. During his tenure, he participated in the growth of the company from only 28 stores to over 15,000 stores spanning five continents.

This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to build a lasting brand that elevates lives one cup at a time.” Upon his retirement a few years ago, it was clear to me that Howard's legacy was intact. But that outcome wasn't always certain. In fact, Howard had to return to the CEO position from his role as Chief Global Strategist to execute a bold transformational agenda that I chronicle in Leading the Starbucks Way. Howard and his leadership team had to also make difficult choices and invest wisely to ensure they stewarded a “lasting brand that elevates lives one cup at a time.” What do you want your leadership legacy to be?

This is the fourth in a 5-part series and we're continuing on through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of my principle, Mobilize the Connection, I talked with, then CEO of Starbucks, Howard Schultz about digital transformation. He noted, “We started before there was a digital revolution; the third place was our stores. Our mobile focus has evolved to the point where everyone is getting primary information and communicating in a way that was nonexistent before. I don't think any enterprise or organization can exist in the future without having a primary relevant position in the minds and hearts of people through a digital platform. Many brands will come and go in terms of relevancy and trust in the digital world, as trust and relevance will be harder to maintain digitally than through a physical presence.” Does your digital strategy integrate multiple approaches to engage people across a mass-market and individually?

This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of my principle, Reach for Common Ground, I highlight two competing perspectives held by cultural anthropologists - universalism and cultural relativism. While the words are daunting, the concepts are straightforward. Universalism suggests that the underlying similarities of all people are greater than cultural differences. By contrast, cultural relativism asserts that cultural differences have the most profound effect on people making it difficult for “outsiders” to fully understand a relevant context of behavior. While anthropologists may argue about universalism or cultural relativism, most business owners and leaders are not interested in winning a debate. Instead, we need to scale our business to maximize commonalities while making local adjustments to ensure market acceptance. How do you determine if you should vary your offering or drive consistency across locations?

This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." In this installment, we continue to explore business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. When sitting across from Howard Schultz (the former CEO of Starbucks) it doesn't take him long to get to the heart of leadership excellence which explains why I titled a Starbucks business principle “Love to be Loved.” From Howard's perspective, much of leadership comes down to three traits: “Take love, humanity, and humility and then place them in a performance-driven organization. Those humanistic elements in performance may seem in conflict to the naked eye. But I believe performance is significantly enhanced by human-centric leadership. I am convinced of it because we have become more performance-driven than at any other time in our history and the values of the company are at a high level. If we can infuse love, humanity, and humility on a global basis and build it into a performance-driven organization, we are unbeatable.” In what ways are you managing through the lens of humanity while still maintaining high-performance expectations? 

For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-part series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way."   The story of Starbucks' meteoric growth during the 1990s and early 2000s is well chronicled in a series of books about the company including one I wrote titled The Starbucks Experience. However, by the mid-2000s the company was reeling from years of frenzied expansion, an obsession for year-over-year sales numbers, a sliding global economy, and less frequent visits from loyal customers in Starbucks' U.S. stores. In the book, I wrote during the Starbucks revitalization titled Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People, I outlined leadership and customer experience tactics that supported Starbucks' transformation plan. To effectively elevate Starbucks to “be the undisputed coffee authority,” leadership redoubled efforts to drive a passion for the company's core offering - coffee. While many leaders do not view product passion as a necessary component for sales success, it certainly differentiates sales leaders like Starbucks from most other competitors. What are you doing to help your people become the undisputed authority in your sector? 

Episode 104 of the Business Bookshelf - Joseph Michelli - Author of "Stronger Through Adversity". Today our guest is Joseph Michelli. Joseph is a professional In-Person and Virtual Speaker on Leadership, Employee Engagement, Customer Experience, Customer Loyalty, and Consumer Advocacy. He is a New York Times #1 Bestselling Author of Books including The Airbnb Way, Driven to Delight, Leading the Starbucks Way, The Zappos Experience, The Starbucks Experience, Prescription for Excellence, The New Gold Standard, and When Fish Fly. Today we are talking to Joseph about his new book “Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges”. In this business guide for our times, Joesph distills best leadership practices that can be used in any company, in any industry. Organized into four main themes―Set the Foundation, Build Connections, Move with Purpose, and Harness Change―Stronger Through Adversity provides a deep dive into the methods, tactics, and approaches leaders have used to keep their company afloat and to position it for success long after the pandemic. The book can be purchased here. Joseph is also the founder of the Michelli Experience which can be found here. The host of the podcast is Lance Peppler. Email him at lance@ideastorm.co.za or visit www.ideastorm.co.za. --- Support this podcast: https://anchor.fm/businessbookshelf/support

On today's episode we discussed the 3 tools on the toolbelt of servant leaders with New York Times #1 Bestselling Author, Joseph Michelli. Joseph's upcoming book: Stronger Through Adversity promises to give people a place to learn invaluable wisdom from 140+ top global business leaders on all aspects of leading through and beyond Covid-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. Pre-order your copy today at: https://strongerthroughadversity.com Joseph is the author of such impactful books as The Airbnb Way, Driven to Delight, Leading the Starbucks Way, The Zappos Experience, The Starbucks Experience, Prescription for Excellence, The New Gold Standard, and When Fish Fly.

There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let's quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.  

Personalized Comp-the Starbucks Way by Inside Workers' Comp

Joseph Michelli, PhD is known for observing and reporting on businesses that have developed great cultures of customer service and team work. His books include: Driven to Delight - Delivering World Class Customer Experience the Mercedes-Benz Way; Leading the Starbucks Way; The Zappos Experience; as well as books detailing Ritz Carlton, UCLA medical center, and the Pike Place Fish Market. Join us as Dr. Michelli details how they do it, and how you can have the same in your business.

This episode features guest Marcus Harris; Starbucks store manager for multiple locations in the Cleveland, Ohio area. With over 10 years of experience in management, Marcus shares his insight and best practices on what it takes to be consistent with maintaining a great company culture. He gives great examples of how leaders can make culture building and employee engagement authentic and inviting. Although Starbucks is world known and very popular, Marcus shares how he’s been able to create a culture within his stores that retains great talent and represents the quality standard of the company.Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcus-harris-78622990/ or via email: us1443873@starbucks.com.Highlights from this episode can be found at www.baproinc.com/ncn19Questions about this episode? Topic suggestions for future episodes? Please send them to: culture@businessadvocatespro.comThe New Culture Norm Podcast: Taking Workplace Culture to the Next Level!| Company Culture | Organizational Culture | Culture Building | Professionalism | Influence | Effective Leadership |baproinc.com

This episode features guest Marcus Harris; Starbucks store manager for multiple locations in the Cleveland, Ohio area. With over 10 years of experience in management, Marcus shares his insight and best practices on what it takes to be consistent with maintaining a great company culture. He gives great examples of how leaders can make culture building and employee engagement authentic and inviting. Although Starbucks is world known and very popular, Marcus shares how he’s been able to create a culture within his stores that retains great talent and represents the quality standard of the company.Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcus-harris-78622990/ or via email: us1443873@starbucks.com.Highlights from this episode can be found at www.baproinc.com/ncn19Questions about this episode? Topic suggestions for future episodes? Please send them to: culture@businessadvocatespro.comThe New Culture Norm Podcast: Taking Workplace Culture to the Next Level!| Company Culture | Organizational Culture | Culture Building | Professionalism | Influence | Effective Leadership |baproinc.com

Joseph Michelli is an Internationally sought after Speaker, Author and Organizational Consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and front line workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Neilsen Book Scan and New York Times number 1 bestselling author. His latest book is Driven to Delight: Delivering World- Class Customer Experience the Mercedes-Benz Way, some of his other titles include Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People, The Zappos Experience: 5 Principles to Inspire, Engage, and WOW, Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary and The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, as well as When Fish Fly: Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market. Joseph holds a certified speaking professional designation from The National Speakers Association and is a member of The Authors Guild; he received his Masters and Doctorate from the University of Southern California and he has won the Asian Brand Excellence Award as an Editorial Board Member for The Beryl Institute Patient Experience Journal (PXJ) and is on the Founder’s Council of Customer Experience One, he is also named one of the top 10 Thought Leaders in Customer Service by global gurus.   Question Tell us a little bit about yourself and your journey Could you share with us from one of your favorite books, what are these 5 principles that seem to be a constant in most of the books that you’ve authored? What are some of the limitations that leaders may face? Do you think they are more internal or external? Why is it that leadership seems to be a big challenge for a lot of organizations, why are they not getting it right? How do you think a business owner or a leader should approach service recovery? What are some important considerations that you would recommend to a business owner they take into account moving into the online space in order to be successful? How do you stay motivated every day? What is the one online resource, website, tool or app that you absolutely cannot live without in your business? What are some of the books that have had the biggest impact on you? What is one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? If you were sitting across the table from another business owner and they said to you that they feel they have great products and services but they lack the constantly motivated human capital, what’s the one piece of advice would you give them to have a successful business? Where can our listeners find your information online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights Joseph Michelli shared that he has been in this business of customer service which has transformed into customer experience enhancement for so long that he has had many great mentors and guides along the way and if anything, he has been excited to see how many people have started to appreciate that it’s not just the products they have that makes a difference in the market place but it’s really the way those products to marketing, he thinks that changes in the global economy have cost us all to realize that you can get a lot of very similar products very easily today but the service dimension is something that very few have mastered and it is a differentiator. Joseph stated that it starts with leadership, entrepreneur, a small business owner, a large company, having a leader who has the vision to realize that people are the most important aspect of business, that all business are personal, that you have to understand the wants, needs and desires of people in order to create, innovate and to deliver in ways to meet their wants, needs and desires. It’s an overarching commitment to utilizing both technology and the human capital within your organization to create memorable or crave able experience that people will talk about on social media. He thinks that there are dimensions of driving culture, a culture of service excellence as well as operational excellence, getting it right and making it right and obsessing about that and most of these brands are on a journey to decrease the amount of effort that customers have involved in getting their needs met, currently there are all these making sure and understanding that this is a long game, that this is about lasting significance not just short term sales or profitability for the next quarter, it’s really about understanding relationships and multi generations of consumers who are going to support your brand. Joseph shared that he thinks they see excellence within silos, they build organizations that have silos and they are not looking at the journey of the customer across the organization, so instead of looking down from the top of an organization and seeing your marketing silo and your sales silo and seeing your after sale silo, your customers look from a horizontal vantage point and they see the brand and they see it when they encounter it inconsideration of a product, they see it when they walk into a store or when they attempt to purchase something from the online store front, they see it when they make a return, they are seeing the same brand in a horizontal walk. Unfortunately, a lot of organizations reward people for success in each of the verticals silos as they look down on it from the top, so a lot of this gets to helping organizations create opportunities of handing the customer from one point of the journey to the next part of the journey seamlessly instead of just celebrating success within a silo. Yanique shared that she found that the companies that really understand their journey also recognize that things are not going to go smooth all the time so service recovery is so important. Joseph stated that it’s one of the greatest differentiators, everybody do a good job until they get your money, as soon as they get your money, they treat you differently, some take you for granted and never speak to you again or when it’s time for renewal, try to get you constantly to buy something from them. Those who after the sale respond very ably to the consumer, the better, the first formal part of this is understanding that service recovery is an investment in future marketing so rather than seeing it as a lost leader, it is a part of your advertising strategy and saves you money from having to advertise and recover customers who are soiling or contaminating the market place with their negative reactions to your poor recovery. It’s a mind shift on what recovery is, it’s a fundamental opportunity to decrease future marketing costs and actually leverage that which is so valuable the customer you’ve already acquired in having them be a repeat purchaser, it is so much easier to get them to buy a second time than to get somebody to buy the first time and the cost associated with retaining a customer is so much less even if you have to invest money in a recovery moment than it would be to try to require a replacement customer. Joseph stated that it is simple as Starbucks has a promise that, “If you don’t like your drink, we will replace it for you no questions asked.” Joseph gave an example, he stated that there was a prankster, a person who pranks corporate America, so he bought a Starbucks drink, he brought it home, it was a milk based drink, he put it in his garage, he left it there for a week and a half, he brought it back extremely rancid inside of a plastic bag and he brought it into a Starbucks and handed it to the Barista and saying, “Look, this drink does not meet my satisfaction.” They have been trained so well by this brand simply said, “Let me take this take this to our back dumpster and in the mean time, what drink might I prepare for you that you might like today?” It was that simple, many people would say, “come on, obviously this is not a freshly made drink that we are in any obligation to replace” In truth, this prankster went on to write a blog about the fact that he had hoped that they would fail their recovery promise and they did not do so and he was the one who got pranked and that advertising and that promotion and the fact that he’s telling the story today has far more value to the brand than the $4.00 they would have saved had they argued with the customer in suggesting that he was not entitled to the recovery. Yanique stated that she lives in Jamaica and most of the stores already have a sign on the door that says, “No exchanges, no refunds” so you as a customer, once you enter or start to browse that store, you know, “If I purchase this, clearly it’s a final purchase, if I have an issue with it, I can’t take it back.” It’s truly amazing to know that the promise is that they are going to replace it for you no questions asked, that takes real guts, real courage. Joseph stated that there will be those who abuse it and this would have been a case of abuse, clearly it went well beyond the perimeters but most people will not. There is a speaker in the USA who at the beginning of every presentation hands out a bowl of quarters and he says, “Please take all the quarters” and no one has taken all the quarters in any audience that he has ever put that out to and the message largely is, most people will self regulate, most people are business owners, most people have a sense of fairness, there will be those who abuse it but assuming the entire population is out to get you creates an animosity between yourself and the customer that’s hard to recover from and as a world traveler, he has been to countries in the Caribbean that are open and warm and he has been to ones that are locked down and he knows which ones he doesn’t want to go back to. Joseph stated that online is a very self service oriented deliverable, it’s a lot about speed, and it’s a lot about convenience so you clearly should maximize those dimensions. The more speedy and more automated this becomes, the more you need people around in case something goes wrong because he become lulled into the sense that everything is perfect and so if you’re going to have online, you also need to have some level of Call Centre or human response that can deal with any break downs that happens in the automated space and so you have to be very mindful that you’re going to move in and out of brick and mortar, in and out of call centre, in and out of online app deliverable and so it really is a multi channel mindset that you have to start thinking about and the customer can start in one spot, jump to the next and needs to be able to jump back to the next. If you go purely online and it’s difficult to get people to solve a problem or answer a question that you can’t get answered on a frequently answered questions page online then you end up with a lesser experience and you may end up churning customers so doing online development means you also have some talented human capital that bolts into this multi channel journey. Speed and Convenience for todays customer - Joseph stated that we have to maximize the speed at every turn and we do have to manage customer expectations because there are certain expectations that have gotten ahead of customers and in order to have everything that fast you also give up some tradeoffs on artisanship and quality so it is an educational on tradeoffs that with speed comes some compromises and we are willing to make them in these regards because we know what’s best and in delivery of this particular product you know you need speed, we know you need speed, we are working to maximize that but you also need quality and if you compromise and buy something very hastily crafted in order to meet the speed, it probably won’t last long, so it’s baiting what is value and speed is a part of the value equation but there are other dimensions that you have to education. Sometimes we can do things while they are waiting for those 5 days for a product, we can educate them, and we can stay in relationship with them. The art of Disney if you go to Walt Disney World, you are in massive lines, it is not speedy at all to go through the experience but they often distract you, entertain you, transform you with other things happening while you’re in line and he thinks that’s the art sometimes, how else can they add value, “The product will be there in 5 days but in the mean time I want to give you 5 days of information about how maximize the use of your product as soon as it arrives so there isn’t such a learning curve.” So maybe there is a not speed to delivery but there’s a speed to use because he has done something in that delivery time that adds value. Beta Brand – company that did not have a product but they provided their prospects with entertaining stories. Joseph stated that that particular journey with the owner was a co authored book with Johnny Yokoyama who created Pike Place Fish Market, he had the good fortune of working with him and he’s inspirational to him. He stated that Yanique and himself shared many of the same journeys, they go in and help leaders create better experiences to drive loyalty and engagement of their people and of their customers and that’s just a life giving journey that he’s on, to deal with the Johnny Yokoyama’s, to deal with the CEO’s of these corporations to help them lead these initiatives, to watch small business owners change the way they treat their people and the way their people treat the customers, it is so life giving that it’s easy to do what he does in life and because of that, it’s easy for him to stay motivated. Joseph shared that he is on the road all the time so most of the airline apps and almost all the hotel apps have incredible value to him. This morning he walked to his local Starbucks and he used his mobile order app, he was able to have enough time to sit down and enjoy his coffee because the coffee was waiting for him. Anything that makes his life easier is something he tends to continues to give real estate to his phone, otherwise he downloads a lot of apps and then they are gone 72 hours because he doesn’t use them, they look good but they don’t’ give his life ease or pleasure. Joseph shared that the book that has had the biggest impact is Man’s Search for Meaning By Viktor E. Frankl, it is the message of a Psychiatrist who survived the concentration camps in World War II, the beauty for him is that he inspires him to realize how great he can be and his classic section is where he’s talking about people who are near starvation, who gave up the food they have, a small portion of that to someone else who are worst and Frankl says, “there are not many people who did that but the fact that we can is inspiring to all of us” and that’s how he looks at the world, we can all serve better, we can all do more to be in service to one another and that’s the kind of books he tends to like to read. Joseph stated that right now they trying to figure out to create product, he thinks he is at a point in his career where he has written enough books, he has done enough consulting and he has been on the road a lot, so he is trying to figure out how to monetize and create a platform of training courses and things that keep him from having to go on planes so in 10 or 15 years he can spend more time with in the islands enjoying life while still creating value as best he can.   Joseph stated that it starts with you, we can identify the generation Y and Z and the millennials, reality says, “If you’re not a hundred percent in every single day, why should anyone else in your organization be, you are the owner, you are the leader, you set the standard, what shows up in your business is probably in part a reflection of who you are.” It is harder today to find motivated people so it takes more discipline to select, you should be looking for them everywhere you find them, you should be offering them an opportunity to consider employment with you, stealing the best from the rest but ultimately it is how do you show up every day because that will show up in the life of the customer.   Joseph shared listeners can find him at – www.josephmichelli.com Joseph Michelli Twitter Joseph Michelli Facebook Joseph Michelli LinkedIn   Joseph stated that Peter Drucker once said, “We are not in business to create a profit, we are in business to create a customer, it is through customers that profits come.” So for him, Joseph is less worried about whether or no they are going to be profitable, he’s more worried about customers and if he takes care customers, the profits will follow.   Links Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way by Joseph A. Michelli Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People by Joseph A. Michelli The Zappos Experience: 5 Principles to Inspire, Engage, and WOW by Joseph A. Michelli Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System by Joseph A. Michelli The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary by Joseph A. Michelli The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph A. Michelli When Fish Fly: Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market by Joseph A. Michelli and John Yokoyama Man’s Search for Meaning by Viktor E. Frankl

Dr. Joseph Michelli is a New York Times #1 Bestselling Author of Books including: The Zappos Experience, Leading the Starbucks Way, The New Gold Standard about Ritz Carlton,  and When Fish Fly  and many more...His newest book is  Driven to Delight ---delivering world class customer experience the Mercedes-Benz Way. Here’s a glimpse of what you’ll learn:   [0:36] Jeremy’s introduction of Dr. Joseph Michelli. [1:40] How did this book about the Mercedes Way come about? [4:50] A glimpse into Dr. Michelli’s discussion with the Mercedes Benz leadership team. [8:20] Working on the book in spite of personal struggles and tragedy. [10:32] The hardest parts of writing a book for Dr. Michelli. [10:56] Joseph’s approach to interviewing staff, leadership, etc. for one of his books. [12:00] Eye opening things Dr. Michelli discovered speaking with staff members. [12:58] Getting Mercedes employees to drive a Mercedes for a number of days. [15:22] Interesting discoveries from speaking with Mercedes customers. [16:25] The main reason people did NOT buy a Mercedes when shopping for a luxury car. [18:13] Technologies implemented by Mercedes Benz for customer experience improvements. [22:33] What is the “Best for Nothing” slogan and where did it come from? [23:23] When Mercedes admitted failure in achieving their customer service ideals. [25:31] How do large companies like Mercedes handle communication between thousands of staff? [29:17] A great lesson Joseph learned from one of the Mercedes leadership team. [30:29] The most important aspect of delivering phenomenal customer experiences. [32:16] How to infuse a customer service obsession to a team. [33:23] Insights from the daily lives of top CEOs. [35:55] The differences between the companies Joseph has profiled (Mercedes, Zappos, Starbucks, etc.) [37:40] What’s most exciting to Dr. Michelli about his newest book, “Driven To Delight.” [38:48] The most rewarding moment for Dr. Michelli so far in his career. [39:41] How to best practice gratitude in daily life. [43:15] What even the smallest business should implement immediately. [44:11] What’s next for you, Dr. Michelli? In this episode… How do big companies that are known for their customer satisfaction do it so effectively and what lessons can smaller companies, entrepreneurs, and startups learn and apply their practices? If anyone can answer those questions in a definitive way, it’s Dr. Joseph Michelli. Joseph has spent his career investigating, profiling, and highlighting the business practices of some of the world’s most influential and successful companies - especially companies that have excelled in providing an exceptional customer experience. In this conversation Jeremy Weisz asks Dr. Michelli a number of questions surrounding the writing of his latest book, “Driven To Delight: Delivering World Class Customer Experience, the Mercedes-Benz Way,” but also delves into the insights he’s gained from talking with staff, CEOs, and customers of the world’s largest and most influential companies. You’ll get to hear the most surprising things Dr. Michelli heard from the people he’s interviewed, including the areas of weakness these companies discovered through his investigations and the steps they took to shore up those deficiencies. Dr. Michelli also highlights the methods that large companies use to engage in effective vision casting and communication with thousands of employees, and takes the time to translate those practices into a smaller scale for everyday entrepreneurs and business owners. That section alone is worth the time it will take you to listen to this episode of Inspired Insider. You’ll also be exposed to Dr. Michelli’s insights into the 6 things it actually takes to become a leader in delivering excellent customer experiences, and why he believes that “obsession” is the most important of the bunch. If you’re eager to take your company to the next level, you need to hear what Joseph shares in this section, gleaned from years of profiling these phenomenal companies and drawing out the similarities between them. This is a great conversation, so grab a drink and something to write with, because you’re going to get a wealth of great, actionable information on this episode of Inspired Insider, with Jeremy’s guest, Dr. Joseph Michelli. Resources Mentioned on this episode Dr. Michelli’s previous interview about the Starbuck’s Way Dr. Michelli’s book at a DISCOUNT: www.D2DBook.com (use the code “VIP” for a discount and bonuses) www.DrivenToDelight.com www.JosephMichelli.com Dr. Michelli’s blog post with infographic: How To Become A Leader In Customer Experience People Mentioned on this episode Garreth Joyce

Dr. Joseph Michelli is New York Times #1 Bestselling Author of Many Books including his Latest: LEADING the STARBUCKS WAY: 5 principless for connecting with Your Customers, your products, and Your People. Watch this interview: [Video & mp3 included] -Why I get a bit emotional everytime I watch this. -Learn to Connect with Your Customers and Staff Better -What does Starbucks do that we should also? For much more and full video click below to watch! http://www.inspiredinsider.com/joseph-michelli-leadingthestarbucksway-interview/

This week Dr. Michelli offers a classic example of a principle he discusses in his new book Leading the Starbucks Way.  That principle is titled "mobilize the connection."

Joseph A. Michelli is an organizational consultant who focuses on the intersection of business, leadership, and workplace productivity.  He is the bestselling author of The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and The Zappos Experience. Joseph is one of today’s leading thinkerson the topic of customer experience. He says of himself, "My goal is to catch what is right in the worldand playfully spark people and businesses to growtoward the extraordinary." Joseph is well known to the membership of the Crown Council and we welcome him as a Crown Council Mentor of the Month as he talks about "Leading the Starbucks Way...5 Principlesfor Connecting with Your Customers, Your Products,and Your People" 

Sharing frrom his new book Leading the Starbucks Way, Dr. Michelli helps you find opportunities to embed your products and services more deeply into your customer's lifestyle....

This week Dr. Michelli takes a page from his new book Leading the Starbucks Way and explores a distinction between customer loyalty and customer bribery....

33voices interviews Joseph Michelli, author of Leading the Starbucks Way.

Borrowing from concepts in his book Leading the Starbucks Way,  Dr. Michelli explores Maslow's hierarchy of needs and its role in the evolution of customer relationships....

Dr. Michelli begins a series based on his soon-to-be-released book Leading the Starbucks Way which can be pre-ordered now at Amazon, Barnes and Noble, and CEO Read.  You can request a preview by clicking this link and typing "Exclusive" in the Subject Title.