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?
Customer Experience Musts - Telling Us What They Want
Customer Experience: Is it caring or speed?
Challenging Awakeness: From Favorite to Former
Tweet a Coffee? Mobilize the Connection
Meeting Customer - Your Road to Success
Is it loyalty or buying customers?
Courting, Dating and Loving - A Customer Experience Journey?
That Nonreplicable ”Something Else”
Passion Drives Purchase
“Leading the Starbucks Way” – How they are doing it right & why YOU should follow
Guilty as Charged - Seeking Consistency
Finding your Customer Experience Core!
The Human Experience - Lessons from bedside in the ICU
Can you handle the truth about social media hype?
Connecting People to a Culture of Connection
Shouldn‘t You be Shadowing Your Customers: Whys, Hows, and Whats for Success
The Basics for Delivering Customer Value
Baking customer loyalty into your overall business strategy
How to respond to ”pinteresting” times in customer engagement
Gummy Worms and Customer Experience Excellence!
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