Page 39 - Warwickers Customers Count vflip2

Starbucks 5 Their principles for turning ordinary into extraordinary 5 Principles 5 Ways of being 1. Make it your own 1. Be welcoming 39 CUSTOMER EXPERIENCE 2. Everything matters 2. Be genuine 3. Surprise and delight 3. Be considerate 4. Embrace resistance 4. Be knowledgeable 5. Leave your mark 5. Be involved Blueprint on what really matters 1. Knowing what you are about: coffee, excellence, customers, partners and values. 2. The transformation when things went wrong: putting the people first and re-engaging them aligned with rigour around operational improvement through LEAN techniques. 3. The vision and guiding principles: to be the ‘undisputed’ very best at what you do - ST Community. Connection. Respect. Dignity. Humour. Humanity. Accountability. 4. Attention to detail and an obsession with quality for the ‘Starbucks Experience’: lifestyle not just coffee. ARBUCKS 5 5. Building on the foundation ‘Felt’ Experience: environment, products and emotional relationships with people; and now innovating to create new growth platforms i.e. VIA. 6. Leadership laser focus on brand, priorities and wealth creation. 7. Training, retraining and more training. 8. Everyone matters : customers, employees and suppliers as sharing partners. 9. A culture that is real : focused, playful and that celebrates – people enjoying what they do with a local yet global twist. 10. Brand connection: Comfort (predictability, familiarity and trust) to Variety (delight, surprise, dazzle). 11. Facing challenges head on, listening to feedback and dancing with resistance not fighting it. 12. The right way to do business: community and social responsibility integrated into the way we do things. Books: The Starbucks Experience by Joseph A Mitchell and Onward by Howard Schultz