Page 31 - The Starbucks Experience

Introduction

The Experience That Is Starbucks
As an outsider with no personal stake in Starbucks future, I
am not here to sell you on the company. It has done an excel-
lent job of promotion worldwide, without help from business
authors. I also am not here to convince you that Starbucks is
one of the best global business enterprises. Many others, who
are more knowledgeable than I, have drawn that conclusion.
Instead, the key to this book is to offer insights into the
unique Starbucks Experience. It is an experience that has an
impact on the coffee industry, the broader business world, the
environment, partners, customers, and communities from
Seattle, Washington, to Darjeeling, India.
From my 18-month exploration into the world of Star-
bucks, listening to what Starbucks leaders say and watching
what they do, I have derived five key business principles that
16 drive its phenomenal success. These principles are offered in
the hope that you will apply them to your own situation to
enrich your leadership influence in business and beyond. The
Starbucks Experience reflects tenets that are simple, yet not
simplistic. They are results-oriented and can be deceptively
powerful when applied:

1. Make it your own

2. Everything matters
3. Surprise and delight

4. Embrace resistance

5. Leave your mark
The impact of these principles transcends the Starbucks
story and offers all business leaders an opportunity to greatly
enrich their workplace. They demonstrate how an entrepre-