Joseph Michelli - Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People

PRAISE FOR
LEADING THE STARBUCKS WAY

Starbucks Coffee and Tea Company began just a few blocks from my business, the Pike Place Fish Market. Joseph Michelli helped me tell the story of how we create engaging and powerful experiences at Pike Place Fish. He has also been trusted to work with and share business principles used at companies like Starbucks, The Ritz-Carlton Hotel Company, and Zappos. In Leading the Starbucks Way, Joseph takes an incisive look at the leadership excellence of Starbucks. Unlike his prior book about the coffee leader, Leading the Starbucks Way helps you leverage the connection you build at the person-to-person level while expanding your customer bond globally, through technology, and even onto your products and goods. What are you waiting for? Buy the book, dive-in, gain practical tools, and be transformed!

JOHN YOKOYAMA,
Owner of the World Famous Pike Place Fish Market and coauthor of When Fish Fly

Joseph Michelli offers interesting insights into the fundamentals involved in creating the worlds biggest coffee chain. As a businessperson, you will learn how Starbucks leaders drive success as well as how they learn from setbacks. By reading Leading the Starbucks Way, you will be able to bypass many business pitfalls and streamline your pursuit of desired business objectives.

MARTIN LINDSTROM,
bestselling author of Buyology and Brandwashed

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

In Leading the Starbucks Way, Joseph Michelli shows us how a small Seattle-based chain of coffee shops became one of the most beloved brands on the planet. Charming, real-life examples of true service culture blend with behind-the-scenes corporate training strategies to create a pleasant and interesting read. 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

As a Seattleite who remembers when there was just one Starbucks store on the planet, I continue to be fascinated by the companys evolutionary journey to corporate icon. 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 and coauthor of the forthcoming Whats Love Got to Do with It?: Courting, Catching, and Caring for the Ideal Customer

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

Copyright 2014 by Joseph A. Michelli. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

ISBN: 978-0-07-180126-3
MHID: 0-07-180126-X

The material in this eBook also appears in the print version of this title: ISBN: 978-0-07-180125-6, MHID: 0-07-180125-1.

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Starbucks coffee, Starbucks caf, Starbucks VIA Ready Brew, Frappuccino blended beverage, Seattles Best Coffee caf, Seattles Best Coffee coffee, Tazo Tea, and other names or marks in this book are trademarks of Starbucks Coffee Company. The absence of a trademark from this list or the absence of TM, SM, or symbol in connection with the marks in the book does not constitute a waiver of any intellectual property rights that Starbucks has established in any of its trademarks.

Pike Place is a trademark of The Pike Place Market PDA, used under license.

Keurig and K-Cups are trademarks of Keurig, Incorporated, used with permission. K-Cup packs for use in Keurig K-Cup brewing system.

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This book is dedicated to the memory of my wife,
Nora Leigh Michelli (September 7, 1961, to February 11, 2013)
the woman with whom I shared more than half my life.
Youve been released from your six-year battle with breast cancer,
and I know you heard, Well done, good and faithful servant.
Nora, it is your time to enjoy the Masters happiness!