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Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People Hardcover – Aug. 14 2013

by Joseph A. Michelli (Author)
4.4 4.4 out of 5 stars 75 ratings
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Lead Your Business the Starbucks Way

Foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.

One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company’s exemplary leadership practices.

Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit--one person, one cup, and one neighborhood at a time. Michelli offers a perspective on the leadership principles that drove the iconic coffee company’s resurgence from serious setbacks during the economic downturn--one of the few true turnaround stories of this time. And the company continues to grow dramatically, entering new markets and channels with fresh products and technologies.

In Leading the Starbucks Way, Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry:

  • Savor and Elevate
  • Love to Be Loved
  • Reach for Common Ground
  • Mobilize the Connection
  • Cherish and Challenge Your Legacy

    Leading the Starbucks Way is a penetrating look at the inner workings of one of today’s most successful brands. The company gave Michelli one-on-one access to a variety of employees (called partners) to write this book--from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer.

    In short, success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges.

    Praise for Leading the Starbucks Way

    “Michelli shows us how a small Seattle-based chain of coffee shops became one of the most beloved brands on the planet. So grab a cup of coffee, put your feet up, and read this book!”
    Ken Blanchard, coauthor of The One Minute Manager® and Leading at a Higher Level

    “Culture is everything! This fast-moving, fascinating book gives you countless practical ideas you can use immediately to create a company climate of inspiration and loyalty.”
    Brian Tracy, author of Full Engagement

    “Michelli identifies the principles by which Howard Schultz and his team passionately perform in a culture that loves, respects, and rewards suppliers, employees, customers, shareholders, and the community.”
    Robert Spector, author of The Nordstrom Way

    “Leading the Starbucks Way provides the key success factors of a lifestyle brand that is globally scaled, locally relevant, and powered by the passion of the Starbucks culture.”
    John Timmerman, PhD, Senior Strategist of Customer Experience and Innovation, Gallup

    "Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience."
    Kirkus Reviews

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  1. ISBN-10
    0071801251
  2. ISBN-13
    978-0071801256
  3. Edition
    1st
  4. Publisher
    McGraw Hill
  5. Publication date
    Aug. 14 2013
  6. Language
    English
  7. Dimensions
    14.73 x 2.54 x 21.59 cm
  8. Print length
    304 pages
  9. See all details
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Product description

From the Publisher

Joseph A. Michelli is an organizational consultant who focuses on intersections of business, leadership, and workplace productivity. He is the bestselling author of The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and The Zappos Experience. One of today’s leading thinkers on the topic of customer experience, Michelli also speaks to corporate audiences approximately 60 times a year.

About the Author

Joseph A. Michelli is an organizational consultant who focuses on intersections of business, leadership, and workplace productivity. He is the bestselling author of The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and The Zappos Experience. One of today’s leading thinkers on the topic of customer experience, Michelli also speaks to corporate audiences approximately 60 times a year.

Product details

  • Publisher ‏ : ‎ McGraw Hill; 1st edition (Aug. 14 2013)
  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 304 pages
  • ISBN-10 ‏ : ‎ 0071801251
  • ISBN-13 ‏ : ‎ 978-0071801256
  • Item weight ‏ : ‎ 479 g
  • Dimensions ‏ : ‎ 14.73 x 2.54 x 21.59 cm
  • Customer Reviews:
    4.4 4.4 out of 5 stars 75 ratings

About the author

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Joseph A. Michelli

Joseph A. Michelli

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Hello, I am Joseph Michelli a business consultant, professional speaker, and author. I consult for and write about transformational leadership and ways to deliver extraordinary employee and customer experiences.

My 9 business titles include:

1) Stronger Through Adversity - World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest of Challenges

2) The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

3) Driven to Delight - Delivering World-Class Customer Experience the Mercedes-Benz Way

4) Leading the Starbucks Way - 5 Principles for Connecting with Your Customers, Your Products, and Your People

5) The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard - 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company,

6) Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health Systems,

7) The Zappos Experience - 5 Principles to Inspire, Engage, and WOW, and

8) When Fish Fly - Lessons for Creating a Vital and Energized Workplace from The World Famous Pike Place Fish Market (co-authored with the owner of the market Johnny Yokoyama).

9) The MindChamps Way - How to Turn An Idea Into A Global Movement

I also authored one parenting book titled Humor, Play and Laughter: Stress-proofing Life with your Kids.

Customer reviews

4.4 out of 5 stars
4.4 out of 5
75 global ratings

Top reviews from Canada

old fox
5.0 out of 5 stars Present
Reviewed in Canada on January 18, 2014
Verified Purchase
the book Leading the Starbucks Way: 5 Principles for Connecting with Your Customers,...for a daughter who requested it as a present
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Robert Morris
5.0 out of 5 stars How one coffee shop in Seattle became 20,891 in 62 countries
Reviewed in Canada on August 26, 2013
This is the second book in which Joseph Michelli focuses on lessons to be learned from the Starbucks organization. It should also be noted that the first Starbucks was located in a unique retail environment in Seattle, one that John Yokoyama and Michelli discuss in When Fish Fly: Lessons For Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market (2004). Whereas the focus in the earlier book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary (2006), is on how to create an extraordinary customer experience, the focus in Leading the Starbucks Way is on how managers can establish and then strengthen relationships with customers, products, and associates.

As indicated in both Starbucks books, many of the lessons to be learned from its organization bear striking resemblance to those to be learned from another of Michelli's books, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company (2008). Both César Ritz and Howard Schultz have built organizations based on essentially the same principles, stated somewhat differently:

RC: Define everything and refine constantly
S: Savor and elevate
RC: Empower your people through trust
S: Love to be loved
RC: It's not about you
S: Reach for common ground
RC: Deliver "Wow!"
Note: Ritz observed long ago that "people like to be served, but invisibly."
S: Mobilize the connection
RC: Leave a lasting footprint
S: Cherish and challenge your legacy

All great organizations have outstanding leadership at all levels and in all areas. That is certainly true of Starbucks but there was a widely publicized deterioration of structural integrity after Howard Schultz's first tenure as CEO (1987-2000) and before his resumption of CEO duties in 2008. He recounts all this -- sustained periods of meteoric growth, economic downturn, recovery, and transformation -- in Onward: How Starbucks Fought for Its Life without Losing Its Soul (2012).

As is also true of Michelli 's previously published books, he makes skillful use of several reader-friendly devices such as "Reflection on Connection" and "Connecting Points" sections inserted strategically throughout the narrative. He is also the master of bullet-point checklists as well as relevant quotations from primary and secondary sources that illustrate key points. These devices will facilitate, indeed expedite frequent review of material later.

Although Joseph Michelli tends to write about large organizations, he correctly asserts that the most valuable lessons to be learned from them are relevant to almost any other organization, whatever its size and nature may be. How else to explain why one hotel became 81 in 26 countries and how one coffee shop became 20,891 in 62 countries. Those who read this book will be well-prepared to adopt the five principles and then apply them in ways and to an extent that are most appropriate to the given enterprise.
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Juan Carlos Duran
4.0 out of 5 stars Starbucks
Reviewed in Spain on August 21, 2018
Verified Purchase
Excelente way to vive great ideas.
This guay (chulos) os fantástico juan

Hope to read it Alain

Contrata

Hey
Jcd
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Hokabond007
4.0 out of 5 stars Great Product :) :D
Reviewed in the United Kingdom on January 12, 2016
Verified Purchase
Great Book , Best Egyptian Regards
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Robert Adams
5.0 out of 5 stars Starbucks: Where Engaging and Compassionate Leadership Practices Anchor a Successful and Purposeful Business
Reviewed in the United States on October 30, 2013
Verified Purchase
A man sits alone at lunch in his favorite Starbucks store and tells a green apron-clad Starbucks barista that the store is his midday refuge, noting, "At Starbucks, you are nice to me, you remember me, and you seem genuinely grateful that I am here." - from Leading the Starbucks Way

Stories like this exemplify a company whose leaders establish a compelling vision and manifest behaviors that culminate not only in product sales but also in powerful, loyalty-rich human connections.

Organizational consultant and author Joseph Michelli returns to the world of Starbucks in his latest book "Leading the Starbucks Way."

One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon - a result of the company's exemplary leadership practices.

Michelli, also author of the bestseller "The Starbucks Experience", explains that the international success of Starbucks begins with a promise: to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time.

Michelli appropriately begins "Leading the Starbucks Way" with a perspective on the leadership principles that drove the iconic coffee company's resurgence from serious setbacks during the economic downturn - one of the few turnaround stories of this time. The foundation of the turnaround was the following Transformation Agenda:

1. Be the undisputed coffee authority
2. Engage and inspire our partner
3. Ignite the emotional attachment with our customers
4. Expand our global presence - while making each store the heart of the local neighborhood
5. Be the leader in ethical sourcing and environmental impact
6. Create innovative growth platforms worthy of our coffee
7. Deliver a sustainable economic model

Those seven moves resulted in 13 consecutive quarters of global comparable store sales growth greater than 5%. Today, there are over 200,000 people serving more than 60 million weekly customers who frequent more than 18,000 stores in more than 60 countries worldwide.

For his latest book Michelli conducted over two years of research, with uninhibited access to leaders and partners at all levels of the company. More than 500 hours of interviews and research produced the following five leadership principles:

1. Savor and elevate
2. Love to be loved
3. Reach for common ground
4. Mobilize the connection
5. Cherish and challenge your legacy

The remainder of the book focuses on these five principles, illustrating them with stories and interviews of Starbucks partners around the world. While these stories are great in and of themselves, the questions Michelli scatters throughout the book are pure gold.

Questions like the following are readily transferable to any size and type organization:
1. How do leaders at Starbucks strategically and tactically steward the company's products and people to build customer engagement, loyalty, advocacy, and even brand love?
2. How to these leaders model and inspire excellence in product delivery, the creation of moments of authentic service, and enterprise-wide appreciation for the importance of shareholder value, and a contagious demonstration of social conscience?
3. How do Starbucks partners expand relationships beyond the café environment?
4. How does Starbucks leverage technology to enhance customer experiences?
5. What does Starbucks do to customize offerings to address local desires around the globe?

"Leading the Starbucks Way" is an excellent tool for any leader's continuing education process. I highly recommend adding it to your collection - and begin reading and implementing its principles immediately.
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Amazon Customer
5.0 out of 5 stars Solid book
Reviewed in the United States on October 10, 2013
Verified Purchase
I work as director for online education in a higher education institution in Chile. One of the key aspects of being an online student or teacher is the experience they have with the distance education. Providing a solid, powerful, consistent and robust experience is a challenge. You must have a complete customer-oriented culture. I have applied and adapted several practices from other industries. From Apple Store policies to the Golden Standards of Ritz-Carlton, including several ideas from Virgin Airlines to our recruitment processes. Having a customer, student, or teacher-oriented culture, a service culture is a real but good challenge, and this is where a good ans inspiring leadership become important and critical. Leaders must connect your company products or services with its own people, and customers by building bridges. This book is an in-depth view on how Starbucks creates all of their bridges, and while Starbucks is a mainly a coffee store, the book is full of example, practices you can apply to your team, regardless of your company size. I think Joseph Michelli has written a very good 2nd part of "The Starbucks Experience". A book that must be in every manager's shelf.
3 people found this helpful
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Paolo Bellosillo
5.0 out of 5 stars Great read on excellent customer service
Reviewed in the United States on January 7, 2021
Verified Purchase
Great read on customer service. Joseph Michelli is an excellent author, always deep diving into companies that are great models for businesses
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