The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary (Audio Book) by Joseph A.

Michelli
Length: 4 hours 30 minutes McGraw-Hill 2007 Citation ISBN:9781933309644

This audio edition reveals how Starbucks turned a cup of coffee into a worldwide business phenomenon, and offers key leadership principles to transform ordinary ideas into extraordinary experiences.

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Description How did Starbucks turn a cup of coffee into a worldwide business phenomenon? With unique access to Starbucks personnel and resources, Joseph Michelli isolated the 5 key leadership principles that transformed an ordinary idea into an extraordinary experience.

Principle Principle Principle Principle Principle

1: 2: 3: 4: 5:

Make It Your Own Everything Matters Surprise and Delight Embrace Resistance Leave Your Mark

The following are the specific segments contained in each of the audio files for download: AUDIO 1: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Foreword (4:18) Introduction (7:42) Why This Book? (3:30) Share the Wealth (9:12) Creating the Starbucks Experience for Customers (4:38) Staying Vigilant (7:14) Principle 1: Make It Your Own (6:14) Whats in a Name? (6:30) Expectations and Service: Connect (6:33) Be Considerate (3:48) Looking Within (7:25)

AUDIO 2: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Be Involved Involvement in the Business (8:21) Principle 2: Everything Matters (7:02) Everything Matters Continued (6:04) Details Converge into a Felt Sense (4:18) Never Cut Corners on Quality (4:54) Never Cut Corners Continued (6:38) Prioritizing Objectives (5:44) Prioritizing Objectives Continued (4:25) Creating a Playful Corporate Culture (4:31) All That and So Much More (5:23) Everyone Matters (7:52)

AUDIO 3:

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Principle 3: Surprise and Delight (6:04) When a Business Gets It Continued (6:05) When a Business Gets It Continued (7:02) Unconventional Surprises (9:17) Joy From Unexpected Sources (8:31) Creating Predictability in Experience (4:31) Delighting Customers Even When Things Go Wrong (5:36) Principle 4: Embrace Resistance (3:55) Embrace Resistance Continued 6:15 Macro Resistance (6:42) Macro Resistance Continued (8:33)

AUDIO 4: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Beware the Naysayers (5:55) When Customers Say No (5:14) Errant Perceptions & Taking Valid Responsibilities (6:24) Resistance Inside the Store Resistance Continued (5:43) Principle 5: Leave Your Mark (4:32) The View From 30,000 Feet (7:36) Socially Responsible Business Practices (7:45) A Final Word (7:12) A Final Word Continued (4:48)