Starbucks and Empowering Employees
Posted by Becky Carroll on June 2, 2008
Those two topics go together, as Starbucks is a company that works to empower its employees (which they call “partners”) in order to improve the customer experience. Their recent “We’ll Make Your Beverage Right” focus is a good example of this strategy. More on Starbucks below, as well as in a post coming soon.
I am busy getting ready for a customer service workshop tomorrow, entitled “The Importance of 5-Star Service in a Tough Economy”. If you have a minute to send me your definition of 5-Star Service, I would love to include it! You can send me email (becky at petraconsultinggroup dot com) or just leave a comment in this post. I posted the question on Twitter as well as LinkedIn and have received nearly 20 responses from around the world. I will summarize in a future post.
In the meantime, here are a few additional items to help start off your week.
Re-Experiencing Starbucks Podcast
Jay Ehret and I spent some time together recently (about 24 minutes, actually) on a podcast, where we discussed the latest happenings at Starbucks as part of our Re-Experiencing Starbucks Project. We are watching Starbucks from a customer’s perspective to see what kind of difference the changes are making (or not) to the customer experience.
Here are some of the topics from the show:
- Improving the U.S. business with training, tools and new products.
- Re-igniting the emotional attachment with customers through the experience.
- Re-aligning and streamlining organizational structure for the benefit of the experience.
- International expansion.
You can find the podcast itself at Jay’s blog. Don’t forget to tell Jay that I sent ‘ya!
Blog Book Tour
I am honored to be one of the reviewers of Sybil Stershic’s new book, Taking Care of the People Who Matter Most, which is about taking care of employees so they take care of your customers. Sybil’s publisher, WME Books, is hosting a Blog Book Tour; here are the scheduled stops:
- June 3rd – Lisa Rosendahl at HR Thoughts
- June 4th – Chris Bailey at Bailey Work/Play:The Alchemy of Soulful Work
- June 5th – Toby Bloomberg at Diva Marketing
- June 6th – Becky Carroll at Customers Rock!
And next week:
I will be giving a review of the book as well as conducting an interview with Sybil. Let me know if you have any questions for me to include!
(Side note: I have other book reviews coming up soon; this may turn out to be book week! Reviews are pending for Michael Port, Darren Rowse, Tsufit, and Lewis Green… stay tuned, as they all have great books in different areas which include blogging, PR, sales, and employee/customer focus.)