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Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People by Joseph Michelli

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ImagesThe Starbucks Connection

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A couple in Switzerland make their first visit to a Starbucks® store and are welcomed enthusiastically. When asked what they’d like to have prepared for them, they both respond that they aren’t there to make a purchase. They just want to see “what all the Starbucks fascination is about.” They become regulars at that store.

A partner (as employees are called at Starbucks) shares how he was “moved” while attending the funeral of a regular customer. During the eulogy, the son of the deceased expressly mentioned the significance ...

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