The Starbucks Experience
Principles for turning ordinary into extraordinary.
Starbucks isn't in the coffee business serving people — it's in the people business serving coffee. And in truth, every organization is in the people business. Joseph worked alongside Starbucks executives during the brand's rapid global expansion and its "Transformation Agenda." He translates the design principles behind that work into practical ways to fuel and reignite customer loyalty.
What your audience leaves with.
- Principles that transformed Starbucks from a single coffee shop into a global experience brand
- How to design customer interactions that feel personal at scale
- The cultural disciplines that ensure frontline teams deliver the brand promise
- How leadership behaviors create service cultures that drive customer engagement people can feel
- Applying the Starbucks methodology to your organization's customer and employee experience
Excellent for
Retail, hospitality, food service, franchise organizations, and any brand looking to build a culture that drives both customer loyalty and employee engagement.
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