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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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ImagesAssume the Universal: Serve the Unifying Truths of Humans

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All things are the same except for the differences, and different except for the similarities.

THOMAS SOWELL

Do you believe that people want similar things from a service experience in two different boroughs of New York City (say, Manhattan and Queens)? Do people in New York and New Delhi want the same things from service experiences? A number of research groups have looked at what customers want when they are being served. These studies segment customers by industry, nationality, age, gender, ...

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