Page 218 - The Starbucks Experience

Index

Environment in stores, creating, F
™
49–55 Fair Trade Certified coffee, 92,
blending of details, 52 115, 119
customers’ perspective of, “Felt sense” about business,
52–53 55–58
music, 51–52 Ferguson, Mike, 130
quality control safeguards, Five Ways of Being, 20–45,
53–54 175–176
Environmental issues: being considerate, 30–34
in coffee-growing countries, being genuine, 25–30
117–119 being involved, 37–43
consideration in, 32 being knowledgeable, 34–37
™
Fair Trade Certified coffee, being welcoming, 22–25
115–116 in Conversations and
in mission statement, 73–74, Connections, 66
153 corporate priorities in, 65
Ethos Water, 31, 161 details necessary to, 77
™
Ethos water, 31, 158 in Green Apron Book, viii
European coffeehouse experience, as legacy, 43–44 203
2, 3 Flexible policies, 126–127
Ewing, Anne, 14 Fortune magazine, 3, 4
Excellence, perfection vs., 180 Fouks, Wendy, 168
Expectation effect, 82–88 Foxnews.com, 137
and partners’ unexpected France, local market issues in,
actions, 85–86 124–125
and spontaneous surprises, Frank, Anne, 151
®
84–85 Frappuccino blended beverage,
and surprise, nonpromotional 40, 41, 75, 89, 138–139
events, 87 Fredericksburg (Virginia) Free
Expectations of customers, Lance-Star, 130
26–28 Freet, Renny, 133–134, 170
Experience, predictability in, 15, French Press, 28
101–103 Freshness of coffee, 53–54, 59–61
Experiencing and the Creation of
Meaning (Eugene Gendlin), G
55 Gandhi, Mahatma, 173
Exploring customer stories, Gaya, Omollo, 7–8
64 Gendlin, Eugene, 55