The Starbucks Experience by Dr Joseph Michelli is being reviewed by SCMP Classifed Post.
The book’s strength is that there are “transferable lessons” for every area with which today’s businesses concern themselves – marketing to management, adverse publicity to environmental responsibility.
What stands out is that a company can have a positive impact on every community. Michelli does not pretend that Starbucks is perfect. He studied it enough to know that some product launches flop, service isn’t always great, and growing too fast brings its own hazards.
So what are the lessons we can draqw from The Starbucks Experience?
“In many businesses, connections never happen. It’s simply a matter of transactions,” Michelli says. “By connecting on a personal level, customers and employees find enhanced meaning in ordinary moments.”
He shows how a small but thoughtful action, or a few well-chosen words, can make the difference between routine and memorable. It might start out as nothing more than learning the names of regular customers.
Read the full SCMP Classified Post Book Review.