Page 199 - The Starbucks Experience

Bibliography

“the leading retailer, roaster and brand of specialty coffee in
the world” is part of the banner included on all Starbucks
press releases.

“The success of Starbucks demonstrates the fact that we have
built an emotional connection with our customers . . .”
—Kirbyson, “Howard Schultz”; quote edited slightly
by Lara Wyss, Starbucks Media Relations.
“. . . noticed, tucked deep in the corner, apparently not for
customer inspection, a bulletin board. It was jammed with
pictures . . .”
—Seth Godin, “Inside and Outside,” http://sethgodin.
typepad.com/seths_blog, July 20, 2005, paraphrased
by the author for ease of readability in context.

“stay small while growing big”
184
—phrase coined by Howard Schultz in response
to the challenge of growth; from Chris Gorley,
Starbucks Global Brand Communications.

Principle 1: Make It Your Own

“. . . truly encapsulates the core philosophies of Starbucks.
Cover to cover, it may take five minutes to read . . . and that’s
if you pause . . .”
—David M. Martin, “The Bank Blitz Memo:
Welcome to Coffee Talk,” Tom Brown’s
bankstocks.com, www.bankstocks.com,
November 29, 2005.

“Instead of overwhelming folks with reams of minutiae and
too-rigid instructions, it gives guiding principles of the envi-
ronments they hope to create . . .”
—Martin, Bank Blitz Memo.