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?
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
Legacy Schmegacy – What Will You Be Known For?
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