Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People
by Joseph Michelli (Author)
In Leading the Starbucks Way, Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry.
The Starbucks company gave Michelli one-on-one access to a variety of employees (called partners) to write this book — from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer. The focus of the five principles is not the rise of a startup or new company but how to create sustainable success. The five principles are:-
Principle #1: Savor and Elevate
The passion that leaders must have for their product and the importance of communicating and demonstrating that passion. Michelli explains, leads to the kind of uplifting experience that engages customers and turns them into loyal fans of the company.
Principle #2: Love to Be Loved
No matter what happened, Schultz declared, anyone employed by Starbucks would keep their health care benefits and stock in the company. Starbucks employees are taught that the way they treat customers, including responding to complaints, reflects the integrity of the company.
Principle #3: Reach for Common Ground
Starbucks needs to achieve between what might be accepted across the planet and what needs to be adapted to local cultures. This balance between the universal and the local is a never-ending goal for the company.
Principle #4: Mobilize the Connection
Customers can find Starbucks products “in their homes, their offices, other businesses, and virtually anywhere they go.”
Principle #5: Cherish and Challenge Your Legacy
Starbucks is always looking for new ideas — including potentially risky game-changers — relevant to its audience.
Leading the Starbucks Way is a penetrating look at the inner workings of one of today’s most successful brands.