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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary [Hardcover]

Joseph Michelli
3.7 out of 5 stars  See all reviews (9 customer reviews)
Price: £15.99 & FREE Delivery in the UK. Details
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Book Description

1 Sep 2006


You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time.

The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's "most admired" companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the "partners"-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to

  • Reach out to entire communities
  • Listen to individual workers and consumers
  • Seize growth opportunities in every market
  • Custom-design a truly satisfying experience that benefits everyone
  • involved

Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today.

For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas.

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Frequently Bought Together

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary + Onward: How Starbucks Fought For Its Life Without Losing Its Soul + Pour Your Heart into it: How Starbucks Built a Company One Cup at a Time
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Product details

  • Hardcover: 208 pages
  • Publisher: McGraw-Hill Professional (1 Sep 2006)
  • Language: English
  • ISBN-10: 0071477845
  • ISBN-13: 978-0071477840
  • Product Dimensions: 21.6 x 14.2 x 2.1 cm
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (9 customer reviews)
  • Amazon Bestsellers Rank: 141,669 in Books (See Top 100 in Books)

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Product Description


The message is powerful... an illuminating and enjoyable read
-- ILAM Edge, February 2007

From the Publisher

Praise for `The Starbucks Experience'

"Yes! Starbucks has changed the way the world experiences coffee, but it has also done so much more - Starbucks has blown the doors off business, marketing, and even popular culture as usual. Dr. Michelli offers keen insights on the transformational power of Starbucks. Better yet, The Starbucks Experience makes that power accessible to all of us in business and life!"
- Dr. Jackie Freiberg, coauthor of Guts! Companies That Blow the Doors Off Business as Usual and NUTS! Southwest Airlines' Crazy Recipe for Business and Personal Success'.

"This book gives you a series of practical, proven ideas and strategies that you can apply immediately to build a more successful business."
- Brian Tracy, author of Million Dollar Habits.

"One of the only things I like better than Starbucks coffee is a great book. In The Starbucks Experience, Joseph Michelli has brewed up a stimulating read about Starbucks and how it became a world-class brand. Not only will you get outstanding insights into what makes Starbucks great, but you'll learn how you can use these principles to creat a rich experience for your customers as well."
- Mark Sanborn, author of The Fred Factor

"The principles Dr. Michelli reveals have been of immediate vale to our fourteen companies. This book is a power-house combination of business information and insight that will make a difference for you and your organization."
- Scott McKain, author of What Customers Really Want, vice chairman, Obsidian Enterprises Inc., and cofounder, The Value Added Institute.

"Starbucks has been a terrific business partner for Johnson Development Corporation. Dr. Michelli offers keen insights into how Starbucks partners, from the store level to corporate leadership, create unique and powerful experiences for staff, customers, and communities. Get this book - make a difference."
- Earvin "Magic" Johnson, NBA All-Star, chairman and CEO of Johnson Development Corporation

"The enormous ongoing and on-growing success of Starbucks will make this book of interest to just about everyone. The principles it espouses are dear to my heart, and I recommend it without qualification."
- Ken Blanchard, coauthor of The One Minute Manager and The Secret.

"I know Starbucks! Their first store is just about a block from my business, the World Famous Pike Place Fish Market - you may know us as the guys who throw and catch fish. Dr. Michelli has not only helped me write the story of my business, but in The Starbucks Experience he captures the essence of what Starbucks has done to generate, unmatched success. Read this book, live the principles, and enjoy profits untold."
- John Yokoyama, coauthor of When Fish Fly and owner of the World Famous Pike Place Fish Market.

"Michelli gives you a practical solution to achieving and sustaining success by creating your unique customer experience".
- Harry Paul, coauthor of FISH! A Remarkable Way to Boost Morale and Improve Results and REVVED! An Incredible Way to Rev Up Your Workplace and Achieve Amazing Results.

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Customer Reviews

Most Helpful Customer Reviews
1 of 1 people found the following review helpful
5.0 out of 5 stars As good as a Starbucks coffee 21 Nov 2008
By Mutian
I bought this book because I'm a Starbucks addict and wanted to know how the company has become so successful. The book mainly gives examples of how they work: advantages of being employees of the company (incredible health benefits, free coffee!), customer service rules and the freedom Starbucks employees seem to have (giving free coffee to some needy customers!). Having been to Starbucks in the U.S., Canada & the U.K I have to say that I have not seen such incredible service in the U.K. starbucks cafes but I have been given a free coffee in Canada and on one stop in the U.S. I had no idea what I wanted and one barista took her time when it was busy to go through the different coffees with me and offered me one for free in case I didn't like it, I loved it and certainly paid!!
The principles Starbucks operates on are likely to help any business with its customer service in particular, if only more places were like Starbucks, we'd be in a happier place!
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2 of 2 people found the following review helpful
This book is a good read and is best described as a statement of the company's aspirations. It focuses mainly on the good work that the company does and its contribution to society. I guess that this is how the author gained access to the senior management? An easy read about a high street brand.
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11 of 13 people found the following review helpful
3.0 out of 5 stars Five ways Starbucks does it better 29 Mar 2007
By Rolf Dobelli TOP 500 REVIEWER
Starbucks executives claim that the company's customer-friendly, socially responsible policies amount to a new business model, and author Joseph A. Michelli generally agrees. Certainly the company has been innovative and wildly successful. Unfortunately, Michelli's decaffeinated, artificially sweetened account of Starbuck's retailing prowess often reads as though the writer is giving a boost to the company's PR department - and the book cover design doesn't help, with its Starbucks signature colors, logo (dutifully trademarked, as is every mention of every cup of Frappucino®) and inset of the brown, corrugated paper the company uses for cupholders. Some of Michelli's examples of Starbucks' caring policies are banal - opening early or providing a free cup of tea are not major innovations, nor are they transferable examples. Yet the book usefully illustrates how far good service and community relations can go. Each chapter provides a readers' guide and sidebars about how to apply Starbucks principles to your business. We recommend sipping it for applicable tips and interesting stories.
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2 of 2 people found the following review helpful
5.0 out of 5 stars 5 lessons for us all 14 Nov 2006
This book is well structured, easy to read and inspiring. It not only shows how the Starbucks experience was created but how any business can emulate some of of their values and principles.

I fully intend to use the principles in my businesses
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1 of 1 people found the following review helpful
Format:Hardcover|Verified Purchase
An interesting, yet obviously biased insight into the business ethos and guiding principles at the biggest Coffee franchise in the world. I started to lose interest half way through, as the author's ramblings went on and on and just got more and more tedious. Highlights include; Starbucks impressive attitude towards customer service and loyalty, the training and coffee knowledge given to staff who earn the coveted 'black' apron, and also how unfortunately small the store managers salaries can be.
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