Tag Archives: Economic Recovery
Starbucks blocks electrical outlets in its cafes – What?
As you may have heard from the media, some Starbucks stores are blocking electrical outlets. Since I have been involved with the company and written The Starbucks Experience, I am often asked about decisions that affect Starbucks customers. For today’s blog, I thought I would share my response to a recent inquiry concerning the “outlet [...]
Back from Sabbatical:Product OR Experience?
It is terrific to be back from my “blogging sabbatical!” During my absence, I have been blessed with the opportunity to complete two customer experience book projects. Both books will be published this year by McGraw-Hill (one about UCLA and one about Zappos). In fact, the first Prescription for Excellence will be released on May [...]
Lessons from the Road
I have been traveling and consulting a great deal lately and each day serves as an amazing learning lab. Here are some random lessons from my journeys, which I hope will relate to your business: 1) A man in a coffee shop started talking to me about a concept he called “otherness.”. This made me [...]
Starbucks Trenta – Can your experience get “too big?”
I knew “Trenta” was coming but I continue to be amazed at the media storm and second guessing Starbucks receives. In case you missed it, Starbucks launched their new 31oz drink size option (named Trenta) in 14 states this week including Virginia, Georgia, Florida, Texas, Hawaii and Arizona and will add California to the Trenta [...]
Building the road with hope and positivity
Half full or Half Empty? A new Gallup poll suggests optimists outnumber pessimists 2 to 1 – at least when it comes to expectations for the US economy in 2011. Given that data, I have a series of questions for you and your company: Do you share optimism for 2011? If so, how are you [...]
An honest letter from YOUR customer. Do you dare read it?
I KNOW that my brain works in strange ways. But for some reason, I started thinking about what a customer would say to owners and leaders about their honest wants, needs, and desires if they wrote them in a compact letter. Here’s my take…. Dear Business Owner/Leader: Please do what you say you will and [...]
AT&T vs Verizon – A seriously improved customer experience?
Much will be written about the battle of the titans - AT&T vs. Verizon! Thanks, of course, to AT&T’s lost monopoly on the Iphone. AT&T will argue they have a “faster” customer experience and Verizon will suggest they are more “reliable.” In the end, prices should come down on Iphone data plans and features [...]
A Personal McDonald’s Experience…Absurd?
I know this may seem un-American but I seldom eat at McDonald’s and almost never do so by dining-in. Recently, I was very early for a morning meeting and decided to grab a cup of coffee at a nearby McDonald’s. Past encounters predicted that I would get served quickly and that the product would be [...]
