I just had the unique opportunity (I say unique because only 300 or so of us tuned in) to hear Howard Schultz on a webcast this morning because I bought an advance copy of his new book, “Onward“. I have not had a chance to read the book yet (too many papers to grade!), but did not want to miss the opportunity to hear Howard (virtually) in person.
Here are a few tidbits I picked up from him.
1) The reason those baristas are all so happy is that their goal is to enhance someone’s day. What a great goal.
2) His biggest challenge: Getting big as a company, but staying small. Even though there are over 200,000 employees, he wants them all to understand and know the Starbucks’ culture and feel like it is a small, intimate culture.
3) The reason Starbucks can successfully implement something new like mobile payments: they have their customer’s trust.
5) Customers want to buy from companies whose values are like their own, so customers will buy from Starbucks because they appreciate that Starbucks gives their employees health benefits and that they buy coffee beans at a fair price. This also builds trust with customers.
Can’t wait to read the book–probably while I’m drinking my grande decaf nonfat no-whip mocha!