The Starbucks Experience 在线下载 pdf mobi 2025 epub 电子版

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Book Description

WAKE UP AND SMELL THE SUCCESS!

You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time.

The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's “most admired” companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the “partners”-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to

Reach out to entire communities

* Listen to individual workers and consumers

* Seize growth opportunities in every market

* Custom-design a truly satisfying experience that benefits everyone involved

* Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today.

For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas.

From Publishers Weekly

In this paean to "one of the truly exceptional American success stories," Michelli convinces the reader that Starbucks is a great company, but he stumbles when trying to extract "precepts that can enhance your business and your personal life." He explores the various levels on which Starbucks succeeds, from its generous HR policies and lively work environment to its attention to detail and genuine concern for social causes—all of which highlight how singular a company it is. (Michelli throws in the word "unique" as often as twice a sentence.) But when it comes to advice for businesspeople, his "simple, yet not simplistic" tenets are too vague to be very helpful. Michelli notes that he has no personal stake in Starbucks: "I am not here to sell you on the company." But his enthused exclamations—"It is difficult to imagine all the great things that are yet to come for Starbucks"—give The Starbucks Experience the ring of an authorized book. Still, the company's practices are undeniably innovative and inspiring, and even if most of them aren't directly relevant, there's surely something in this book that's applicable to most businesses. (Nov.)

From the Back Cover

“Keen insight on the transformational power of Starbucks.”-Dr. Jackie Freiberg, bestselling coauthor, Guts! and Nuts!

“Practical, proven ideas and strategies that you can apply immediately.”-Brian Tracy, bestselling author of Million Dollar Habits

How did Starbucks turn a cup of coffee into a worldwide business phenomenon? With unique access to Starbucks personnel and resources, Joseph Michelli isolated the 5 key leadership principles that transformed an ordinary idea into an extraordinary experience.

Principle 1: Make It Your Own

Principle 2: Everything Matters

Principle 3: Surprise and Delight

Principle 4: Embrace Resistance

Principle 5: Leave Your Mark

Book Dimension

length: (cm)21.1 　　　 　　　　　 　　　　　 width:(cm)13.7

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在线阅读地址：The Starbucks Experience在线阅读

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5B原则

热情好客

诚心诚意

体贴关怀

精通专业

全心投入

但员工往往看不到自己的努力对企业成败的影响，同时也看不到企业的成功与自己有何干系。这种脱节之所以出现，通常是由于高管们在指导方面出了纰漏，没有向员工清楚地说明他们对所服务的顾客能够造成多大的积极影响。

人们喜欢被别人认出来的感觉，他们希望得到他人的赞许，他们享受自己在某一方面很有建树的感觉，他们想要找到一席之地，在这样的一种空间里，他们可以成为一个不将盈利看作一切的组织的一部分

自行处理事务的权利指的是领导者先确立热情好客的服务态度的重要地位，再将实践热情好客原则的方法大体上做一示范，然后不断翻新热情好客的形式，给员工们自由，让他们在用心招待自己的顾客的同时，将热情好客的观念用自己的方式表达出来。

我们不是在咖啡行业提供服务的，而是在服务行业提供咖啡的。星巴克品牌的资本，就是对社会脉动的密切关注和关心。。。。。我们绝对不会忘记，顾客对于人际交往和归属感的渴望是多么迫切，这是一股刚刚受到人们关注的力量，对于消费者的消费选择有着巨大的支配作用。。。。星巴克所营造的环境已经上升到了与咖啡本身并驾齐驱的重要位置了

不少企业的确与顾客进行了沟通，也乐于去发现顾客的需求，但是，并不是每家企业都会依据得到的反馈信息而行动，不少企业只是一心扑在利益上，而为满足顾客需求所付出的努力却远远不够

“体贴关怀”意味着用长远的眼光去关注伙伴和伙伴们所服务人群的康乐福祉，同时时刻谨慎衡量地球对星巴克所施加的压力的承受能力，具体来说，也就是指星巴克对可再生与代用能源的不懈探索。

与顾客分享知识能使顾客变得越来越内行，相应地，这些顾客也会对你的产品和服务生出一股热情，会迫不及待地想去品咂你每款产品的独到之处。

员工对产品的产地和性质等信息掌握的越是清楚，他们对顾客也就越有影响力。无论是在何种产品或服务的交易中，顾客都需要借助有学识的认得帮助。当顾...

当人们寻找能给他们带来欢乐的东西时，不要挡住他们的路。

热情好客，诚心诚意，体贴关怀，精通专业，全心投入。

1、彰显个性。2、关注每个细节。3、奉上惊喜，送去满意。4、顺阻力而行。5、留下你的印记。

在星巴克，诚心诚意意味着＂接触、发现、回应。＂

星巴克为大家营造了始终如一的温馨环境，我们已然成为周边居民们的公共起居室了。只被顾客喜欢是不够的，我们希望赢得的是顾客的厚爱。这种爱不是什么男女之情或母子之亲，我们想要追求的，是那种“我爱死那家公司了”或者“我超爱他家的饮料和服务”的感觉，这样的盛赞在当今社会已是凤毛麟角了，而我们要的就是这种来自顾客的迷恋和青睐。我知道，达到“成为大众交口赞誉的公司”这样的目标并非易事，但我认为，只要有公司能做到，我们就一定也能做到。我们用自己特殊的方式去与顾客互动，让顾客从中得到幸福感，来此以往，我们的目标终将实现。

书籍介绍

在线阅读本书

Book Description

WAKE UP AND SMELL THE SUCCESS!

You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time.

The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's “most admired” companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the “partners”-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to

Reach out to entire communities

* Listen to individual workers and consumers

* Seize growth opportunities in every market

* Custom-design a truly satisfying experience that benefits everyone involved

* Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today.

For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas.

From Publishers Weekly

In this paean to "one of the truly exceptional American success stories," Michelli convinces the reader that Starbucks is a great company, but he stumbles when trying to extract "precepts that can enhance your business and your personal life." He explores the various levels on which Starbucks succeeds, from its generous HR policies and lively work environment to its attention to detail and genuine concern for social causes—all of which highlight how singular a company it is. (Michelli throws in the word "unique" as often as twice a sentence.) But when it comes to advice for businesspeople, his "simple, yet not simplistic" tenets are too vague to be very helpful. Michelli notes that he has no personal stake in Starbucks: "I am not here to sell you on the company." But his enthused exclamations—"It is difficult to imagine all the great things that are yet to come for Starbucks"—give The Starbucks Experience the ring of an authorized book. Still, the company's practices are undeniably innovative and inspiring, and even if most of them aren't directly relevant, there's surely something in this book that's applicable to most businesses. (Nov.)

From the Back Cover

“Keen insight on the transformational power of Starbucks.”-Dr. Jackie Freiberg, bestselling coauthor, Guts! and Nuts!

“Practical, proven ideas and strategies that you can apply immediately.”-Brian Tracy, bestselling author of Million Dollar Habits

How did Starbucks turn a cup of coffee into a worldwide business phenomenon? With unique access to Starbucks personnel and resources, Joseph Michelli isolated the 5 key leadership principles that transformed an ordinary idea into an extraordinary experience.

Principle 1: Make It Your Own

Principle 2: Everything Matters

Principle 3: Surprise and Delight

Principle 4: Embrace Resistance

Principle 5: Leave Your Mark

Book Dimension

length: (cm)21.1 　　　 　　　　　 　　　　　 width:(cm)13.7

• 作者：吃一口彩虹 发布时间：2024-03-09 19:46:06

  这本书好棒！！！！

• 作者：甲 发布时间：2013-06-29 23:29:14

  其实我对business的书一向兴趣浓厚，但是企业文化这东西对我来说就很扯蛋了。关于invest in people的部分感触不大，但是embrace resistence这一章比较有趣，举了一些好玩的例子，比如“在茶文化的国度里如何推行咖啡”，“在敌对文化的区域，如何消除误解”等等。

• 作者：SweetRann 发布时间：2016-06-15 23:08:35

  1/4 finished. Neither what I need nor like.

• 作者：Super Neo 发布时间：2014-03-23 11:40:03

  201403，很有启发性的书，有些成功不是偶然。

• 作者：Ying 发布时间：2014-08-14 16:32:25

  If your customers would feel disappointed if their friends aren’t as excited about you as they are—you are a passion brand.

• 作者：静默的猫 发布时间：2013-12-20 23:48:51

  太无聊。

• The Starbucks Experience

  作者：Super Neo 发布时间：2014-03-23 11:37:38

  在美国商学院听到最多的presentation就是关于新巴克的，接下来就是Apple，Google，特斯拉。关于新巴克的课题和研究实在太多了，但是真的能让听众有启发的只占10％不到。大多数都是一些陈词滥调，大家听完后也只是“呵呵”。如果一个会场有两场演讲可选，一个说新巴克，一个说沃尔玛的cluster；我宁可去听老茧都听出来的沃尔玛。

  扯回来。。。这本快10年前写的书还是有很大的价值。作者运用理论＋小例子的手法让整个阅读体验非常有趣，而且用词非常朴素句式简单。整本书用了一天刷刷豆瓣看看FB也看完了。。。但是这本书始终给人一种“呵呵”的感觉，因为全书报喜不报忧。可能这是因为出版前被高管审查过的关系。我不记得书里说过什么负面的事情，全书把新巴克说的是一个完美的公司有机体，金光闪闪。

  特别喜欢Introduction里的一段话：

  As Starbucks International president Martin Coles suggests, "There needs to be cultural alignment between the partners and Starbucks itself. I think it's important within the company that, as leaders, we're the first ones who have to live the principles and the values of the company, because it's impossible to ask our people to behave the same way if we're not willing to go down that track ourselves. The mission statement, the principles, and the behaviors laid out as ways of being are not programmatic. They are just the way you live your life. That is very difficult to fake. Ultimately the organization will self-select, in a way, toward a group of partners who are like-minded."

  这段话基本完全囊括了建立一个优秀的公司需要leadership需要营造的环境要素。估计以后OB论文也能引用一下这句话。

  嘛，差不多了。大家都想开咖啡馆然后退休的，这本书多少能够帮助到。

  2014/04/03

  为了写文章引用，又拿出来读了一下。第二次细读反而让我有种气不打一出来的感觉。这本书实在太美化新巴克了，特别是说到企业社会责任的时候简直就是到了“无耻”的level，好像新巴克是全世界唯一在做善事的公司似的。无论什么书，什么论述模式都需要对比才有意思。一个劲的鼓吹公司好，丝毫弱点和错误都不提的话。前100页是敬佩，后100就是恶心了。

• 星巴克梦想：超越一杯咖啡的价值

  作者：范典 发布时间：2009-03-16 17:49:26

  星巴克梦想：超越一杯咖啡的价值

  范典／文

  在城市的显赫角落，你会发现“星巴克”的踪迹，至少在杭州是这样。平海路上，我在午后阳光下品尝一杯卡布其诺，或在竹翠掩映处的“新天地”或Shopping后在银泰暂歇时喝同一种口味的咖啡，会在上面加满奶油泡沫，然后放几小包糖末。对我来说，“咖啡”虽然在中国大地上随处可见，甚至连我现在住处的楼下也有“星巴克”，但它仍然像个舶来品，有些文化无法渗透到每个中国人的骨子里。至少在一部分人眼里，“咖啡”仅仅是有钱有闲人的消费品，不像在美国，它已然卖的不是一种产品，而是服务的质量。

  约瑟夫·米歇利所著的《星巴克体验》一书，站在企业管理的角度上对“星巴克”进行了审视与总结，分别从五点原则（当成自己的事、关注细节、惊喜与愉悦、包容阻力及留下印记）出发，结合企业发展的内外因来提出一些案例并加以分析。

  正如“星巴克”前CEO霍华德·舒尔茨在导言中所说：“星巴克的故事在各种意义上都印证了‘想象’的力量”，他们靠自己的“梦想”将单一的“喝咖啡”演化为“雅皮士的时尚”，从开出第一家店到全球三十八国家拥有一万三千多家分店以及十四万多的员工，以平均每天开六家的迅疾之速覆盖城市的各个角落，除了产品够“硬”（最为纯正的咖啡）之外，支撑它的是一种经营理念，那便是全球统一化的环境、服务，让人离家万里却仍然不觉孤单。这种“时尚”也许只有经常出差或留学、工作在外的游子体验来得更为深切，它毕竟是一种外来文化，无法唤醒中国人对“根”般情谊的体会，更多人享受它在于喧嚣一隅寂静、优雅的氛围。至少，像书里描绘的人情化的一些服务，在中国很少见到。

  像书里所述的案例，店员和顾客在生活之中建立一种超越两者关系的情谊，那位新婚失去丈夫的莉迪娅，以及习惯与老伴分享咖啡和蛋糕的老太太，让我们看到星巴克致力于面对面服务之外，提供了一种家人般的关怀和体贴，如参加前者的婚礼和其丈夫的葬礼等。但是我更关注中国星巴克的这层关系，有很多人提出质疑，星巴克除了和麦当劳一样来自西方，更为卓越的地方在哪儿？它的环境？咖啡的浓度？我想都不是。一个零售行业要发展，不仅在于产品的不断推陈出新，更重在建立一种与时俱进的人文化服务。中国人辨不清这层关系，一是与文化差异有关，二是跟民族品性有关。性格上的内敛及对洋文化的盲崇导致他们这种单一理解；而星巴克之所以像麦当劳连锁快餐店被人认为趋同，跟中国人的经营方式不无关联，而顾客也深陷本土消费模式的困境无法进一步对其挖掘。也许应该像书里每一小节后面跟贴的小标签一样，消费者和经营者时常提醒自己：这是自己需要（提供）的服务吗？

  这样一本仅仅提供星巴克经营管理模式的五项原则的小书，让我们学会审视和不断提问，它关于品牌的长期发展和提升作了凝炼总结，也让更多人懂得消费和经营的真谛。也许你下次去星巴克可以试着提出一点建议。

  　　　　　　　　　　　　　　　　　　　

  书名：《星巴克体验》

  书封：

  http://otho.douban.com/lpic/s2601369.jpg

  作者：约瑟夫·米歇利（美）

  译者：陈小白

  页数：214

  定价：28.00

  出版社：华夏出版社

  出版日期：2007