In the two years that have passed since I released my e-book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, the retail customer experience has gotten even more important — and more competitive. The “Amazon effect” has raised everyone’s expectations about how convenient shopping should be. And nearly all companies now expect to compete […]
Starbucks Roastery
The recent news that Starbucks CEO Howard Schultz is handing over the reins of the company gives me pause. This the second time Schultz has left the brand’s top post. The last time was back in 2000 and the brand suffered so much in his absence, he ended up having to return in a dramatic […]