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.
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A Contrarian View on the United Airlines Customer Nightmare
Letting People Your Customers Care About Know About Brands That Care About Them
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
Back with an Apology: Rare Rewards of Service Professionalism
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?
Revisiting Convenience – Lessons from H20
When The Customer Is Wrong – Should The Business Be Right?
The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences
All Business is Personal – Consistency with a Twist
It’s Viral, It’s Video Storytelling – Live Visuals Rule
The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)
Are You Up for the Human/Tech Challenge?
Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic
Is Business a Game? Customer Experience Lessons from Gaming
Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors
Customer Experience Excellence – The Science and the Craft
Customer Resolution 2017 – Perfect Experiences
Do’s and Don’ts for a Human and Humane Holiday Experience
It’s Not Easy Enough: Simplifying the Experience
Nailing the Numbers – Your Future Equals Your Customer Experience
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