Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People
Lead Your Business the Starbucks Way
Foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.
One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company’s exemplary leadership practices.
Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit--one person, one cup, and one neighborhood at a time. Michelli offers a perspective on the leadership principles that drove the iconic coffee company’s resurgence from serious setbacks during the economic downturn--one of the few true turnaround stories of this time. And the company continues to grow dramatically, entering new markets and channels with fresh products and technologies.
In Leading the Starbucks Way, Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry:
- Savor and Elevate
- Love to Be Loved
- Reach for Common Ground
- Mobilize the Connection
- Cherish and Challenge Your Legacy
Leading the Starbucks Way is a penetrating look at the inner workings of one of today’s most successful brands. The company gave Michelli one-on-one access to a variety of employees (called partners) to write this book--from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer.
In short, success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges.
Praise for Leading the Starbucks Way
“Michelli shows us how a small Seattle-based chain of coffee shops became one of the most beloved brands on the planet. So grab a cup of coffee, put your feet up, and read this book!”
Ken Blanchard, coauthor of The One Minute Manager® and Leading at a Higher Level
“Culture is everything! This fast-moving, fascinating book gives you countless practical ideas you can use immediately to create a company climate of inspiration and loyalty.”
Brian Tracy, author of Full Engagement
“Michelli identifies the principles by which Howard Schultz and his team passionately perform in a culture that loves, respects, and rewards suppliers, employees, customers, shareholders, and the community.”
Robert Spector, author of The Nordstrom Way
“Leading the Starbucks Way provides the key success factors of a lifestyle brand that is globally scaled, locally relevant, and powered by the passion of the Starbucks culture.”
John Timmerman, PhD, Senior Strategist of Customer Experience and Innovation, Gallup
"Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience."
principally of quinoa, organic kale, and butternut squash). Of course, Evolution Fresh stores also sell Starbucks coffee and Tazo teas. Kevin Petrisko, director of business operations, Evolution Fresh, describes the experience he wants customers to have in Evolution Fresh stores by noting, “Our vision is, a customer walks out and says, ‘Wow, that was a fantastic experience. I learned something new, I had an amazing human connection with the juice partner who guided me through this experience,
relevant in a service world that has been revolutionized by mobile technology, social media, and increasing consumer choice. Each principle is outcome-focused and is easily applied, no matter where your business is in its developmental journey. The principles in Leading the Starbucks Way are the result of more than two years of research spanning all regions that Starbucks serves. Access was granted to leaders and partners at all levels of the company. More than 500 hours of interviews and
transactions per week. Adam adds, “Mobile pay is accelerating, but we also realize that not every customer is going to be a member of our loyalty program. Not everyone is going to have a Starbucks Card and want to pay with it.” Although Starbucks Card transactions are 25 percent of Starbucks tender, leaders wanted to give customers more choices. In essence, they wished to reach a larger segment of their customer base through the mobile momentum that they achieved with their mobile payment app. As
incredible.” Annie suggests that those extraordinary levels of awareness are achieved with an absolute spending rate that is only 10 percent of what competitors often need to spend to achieve similar results. She explains, “We have been able to efficiently gain awareness and trial due to the excitement and enthusiasm of our fantastic 200,000 partners across the globe who engage nearly 70 million consumers every single week. In order for other CPG companies to get a trial, they typically have to
http://beta.fool.com/reubengbrewer/2012/11/20/the-good-and-bad-of-the-cool-caffeine-stores-expan/16903/. “I am going with Schultz—not against him—because it has been a horrendous bet to go against Schultz”: Drew Sandholm, “Starbucks CEO Draws Comparison to Steve Jobs,” Mad Money w/Jim Cramer, CNBC, September 20, 2012, http://www.cnbc.com/id/49111861. Much of the content of this book emerged from face-to-face meetings, telephone interviews, and other forms of support involving Starbucks