Process Improvement That Costs You

starbucksJames Lawther has highlighted a few excerpts from an eight year old memo from Howard Schultz, the chief executive of Starbucks at the time.

James does a great job of highlighting how a company can go off track by having an inward looking view of focusing on process improvement at the expense of the customer experience.

Read James’s full post here.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Beyond Philosophy | CX Consultants | Customer Experience

Customer Experience, Strategy, Leadership and Digital Transformation

I J Golding

Customer Experience Consultancy

Virgin - Richard

Customer Experience, Strategy, Leadership and Digital Transformation

Successful Outcomes

Customer Experience, Strategy, Leadership and Digital Transformation

The Customer & Leadership Blog

provocative conversations: questioning conventional wisdom / stimulating original thinking

Seth Godin's Blog on marketing, tribes and respect

Customer Experience, Strategy, Leadership and Digital Transformation

%d bloggers like this: