Page 217 - The Starbucks Experience

Index

Coles, Martin, 10, 22, 99 Customers (Cont.):
Community involvement, 32, responding to needs of, 28–30,
41–42 38
Connecting with customers, seeing details from perspective
25–28 of, 52–53
Consideration, 30–34 sharing knowledge with, 34
Consistency of product/experience, “special” interactions with,
15, 99–103 14–15
Context magazine, 176 Starbucks Experience for,
Conversations and Connections, 11–13
65–67 trust of, 101
Corporate culture, 6–7 Customization of product, 12
consideration in, 32–33
playfulness of, 69–71 D
and size of company, 14 Daniels, Cora, 3
Corporate Design Foundation, D’Aramon-Guepín, Adilia,
49–50 124–125
Corporate giving, 163–166 Darjeeling, India projects, 165
202 Corporate social responsibility Davis, Jill, 87
(CRS), 154–158 Deafcoffee.com, 38
Corporate Social Responsibility DeafHope, 164
report, 157 Design teams, behind-the-counter
®
Cracker Jack , 82 work of, 50
CSR (see Corporate social Details, 48–49
responsibility) Discretion, 24–25
Cultural alignment, 10 Donald, Jim, 43, 48, 71
Cup sleeve, 72–73 Doria, Betty, 29–30
Customers: Drive-throughs, 41
acknowledging uniqueness of, Drucker, Peter, 92
24–25
connecting with, 25–28 E
expectations of, 26–28 Educational programs
handling mistakes with, (see Training)
104–106 Emerging issues, handling,
importance of details to, 74–78 114–115
learning names of, 23 Emerging Issues Council, 127
predictable product/experience Employees (see Partners)
for, 99–103 Energy options, 31