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?
Gummy Worms and Customer Experience Excellence!
Do you want return calls from sales leads? Focus on the personal!
Can you ”gamify” your customer experience? Lessons from the Highway
Customer Experience WOW - Defined and Delivered
Customer Experience - Understanding Emotional Economics
You look like a curator…a key to adding customer experience value
Customer Experience - Art or Science? The answer is YES!
Customer Experience Limbo - How low can it go?
Giraffes are ESSENTIAL to your Customer Experience!
There‘s More to Business than Money!
A swing and a miss - wait, it‘s a home run?
Asking for Complaints? Yes, No, Maybe?
Doing Right - pays!
How to Choose a Customer Loyalty Metric (CSAT, NPS, CES)
The Easy Way to Customer Service Excellence
How to Deliver Service Plus Chocolate!
Walk Before You Run, But Run for Service
5 Categories of Customer Preferences You Should Know
How to build brand equity
Customer Connections by the Facts Not by Total Nonsense
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