Page 210 - The Starbucks Experience
P. 210

reader’s guide








              1. Try to distill The Starbucks Experience into a single sen-
                 tence, and then discuss why that “experience” has led to
                 such great success. Afterward, distill your company’s
                 “experience” into a single sentence and discuss ways it
                 has led to your current level of success.
              2. Apply the five key business principles of Starbucks to
                 your business. Of the five principles, which one does
                 your business most obviously embody and which one
                 does your business most need to embrace? For example,
                 does your business pay great attention to detail, follow-
                 ing the edict that Everything Matters, and yet do little to
                 Surprise and Delight your customers? Can you think of
                 other principles, ones that your company strives to
                 embody, that are not on the list?

              3. Starbucks began with a question: “What if you took the
                 quality coffee bean tradition and merged it with the
                 charm and romance of the European coffeehouse?” Pose
                 some “what if” questions about your own business that
                 could lead to new products and services.

              4. Much of the success of Starbucks derives from the sense
                 of commitment to the corporate philosophy felt by the
                 partners who work behind the counter. These partners
                 are directly involved with customers and are, therefore,
                 in a much better position to create loyalty and return
                 business than are the corporate leaders. How does the


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