Page 122 - The Starbucks Experience

Surprise and Delight

I think if any company can do it, we can. It’s by sticking to
those types of ways to interact with and delight customers
that we’ll ultimately get there.”
Predictability, consistency, ritual, routine, community, and
service recovery are key. If you and your business succeed at
delighting every person you work with, you will be a beloved
company, and in the process your customers will get both the
caramelized popcorn and the prize.

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