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?
Practicing Otherness in a Selfish World
A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize
5 Things You Absolutely Must Do To be Customer-Centric
You Want to Deliver an Experience that Attracts and Delights Your Customers - So Don‘t Do This!
Redesigning Process Improvement in the Age of AI & the Customer
Social Media Influencers and Your Customer Experience
Starbucks Store Closings for Training: Déjà vu and You
Starbucks, Challenges and Opportunities in Philadelphia
Waiting for Your Email: For the Good of Humanity, Please Reply
Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity.
My crystal ball says winning experiences will deliver
Goodbye Toys “R” Us and Hello Your Sustainability
Starbucks: Greatness Personified/Excellence Diversified – What About You?
Strategic Positioning | Is Your Customer Experience Agile Enough?
Everyone Has a Platform: Are You Training For that Reality?
Customer Centricity is MORE than Customer Experience
The Robots are Here and There is Fear
Customer Experience Lessons from Television Advertising’s Biggest Day In America
Go Human, Go Methodical but Above All Else GO for VALUE
Empathic Design – As Close to the Holy Grail as You Can Get
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