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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

3.72  ·  Rating Details ·  2,696 Ratings  ·  204 Reviews

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
Hardcover, 193 pages
Published October 5th 2006 by McGraw-Hill Education (first published January 1st 2006)
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Community Reviews

(showing 1-30 of 3,000)
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Sally Siawidjaja
May 26, 2009 Sally Siawidjaja rated it did not like it  ·  review of another edition
Recommends it for: No one
Recommended to Sally by: seeing it at gramedia bookshelves
Shelves: non-fiksi, terjemahan
I have been a big fans of starbucks green tea latte since 7 years ago and was amaze how fast their company is growing. So when I heard about this book I wanted to know everything about the company. Their management and marketing strategy, their choice of cafe design, and even why they chose Medusa as their logo (is it Medusa? I heard it is because Starbucks are devil worshiper. lol).

However, I was utterly disapointed after reading this book. It just went on and on and on.... about how great the
Feb 24, 2013 Jay rated it liked it  ·  review of another edition
Shelves: business, audiobook
I'm glad I read this book after reading Starbuck CEO Howard Schultz's book "Onward". The Schultz book covers the guiding priciples under which Starbucks operates - it's what they train their employees on. "Onward" gives a number of examples of these stories but goes much beyond, with quite a bit of company history. This book, "The Starbucks Experience", really dives into those guiding principles and provides a number of examples of how the company and its employees meet those principles in day-t ...more
Nov 23, 2015 Cassandra rated it really liked it  ·  review of another edition
Dieses Buch beschreibt sehr gut was Starbucks alles macht um seine Mitarbeiter zu motivieren und für ein angenehmen Arbeitsort zu sorgen.
Ich habe das Buch sehr gerne gelesen. Es gibt noch zahlreiche Tipps und Gedankenanstöße wie man selbst durch das Starbucks Prinzip mehr Freude, Energie und Qualität ins Unternehmen bringen kann.
Wer von Starbucks lernen will ist hier richtig.
Es ist leicht zu lesen und gut gegliedert.
Jun 06, 2009 PlatKat rated it really liked it
Recommends it for: business owners and managers
I enjoyed the positive nature of this book, and it was nice to learn more about the practices of a company to which I've devoted a large portion of my coffee patronage. But after awhile, it started to read more like a long promotional pamphlet touting Starbucks' excellence.

Since I'm thinking about starting my own business, this book was helpful to me because it identified some important ideals to strive for. It made me think about my message, how I want to brand myself, and what inconsistencies
Susan Bybee
Dec 04, 2013 Susan Bybee rated it really liked it
I enjoyed the stories about the many ways that Starbucks connects with their customers, their communities and the world at large. The constant sidebars in which Michelli invites business owners (his intended audience) to reflect upon each new point presented, seemed to disrupt the flow of the book. Can't business owners just absorb the information and stories illustrating why Starbucks is successful and make their own inferences? Do they have to be spoon-fed like a class of high school freshmen? ...more
Dec 25, 2009 Danny rated it really liked it
Recommends it for: anyone
Enjoyed this look inside Starbucks. Some of my favorite quotes include:
5 Principles for Turning Ordinary into Extraordinary: Make it your own, Everything matters, Surprise & delight, Embrace resistance, Leave your mark
Make It Your Own: 5 Ways of Being: Be welcoming, Be genuine, Be considerate, Be knowledgeable & Be involved.
"How wonderful it is that nobody need wait a single moment before starting to improve the world." Anne Frank
“workers at all levels must become attuned not only to wha
May 21, 2008 Sarah rated it it was ok
Recommends it for: People in a service industry
Recommended to Sarah by: Hayley
Great quotes and principles for customizing your business to make a great experience for your clients, BUT, the book is horribly horribly written! Most of the people in my co-workers book group stalled out about 50 or 100 pages into the book. The book doesn't flow at all. It gets choked up with all the quotes and principles, then tends to repeat itself over and over again. Okay, we understood on page 5 what a great and ingenius company Starbucks need to drone on and on about it! BUT, de ...more
Cindy Payler
Apr 05, 2014 Cindy Payler rated it really liked it
You can't finish reading this book without having a great respect for the Starbucks principles. If you are a lover of Starbuck's coffee, you will love it even more after learning about what they stand for and how they go about making it happen. A short, quick read packed with lots of good advice for business leaders and anyone who is curious about Starbuck's success.
Kayleigh John
Jan 17, 2016 Kayleigh John rated it it was amazing
Great read! The Starbucks story is such an inspirational story, a must-read for business owners
Jul 01, 2016 Katy rated it liked it
I didn't even realize I had this on my bookshelves until I was clearing it out. So, along with most of the non-fiction I've read this year, I decided to give this a-go. Honestly, since I am a big coffee drinker especially with Starbucks, the title is what intrigued me the most when I initially bought it and reading it now.

I thought the book was fair. I mean, what do you expect to get from a book that is about a business except a fairly subjective book about said business practices? That said, I
Zoffix Znet
Apr 26, 2014 Zoffix Znet rated it did not like it
I stopped reading after I read about 40% of the book. The whole thing reads like a very long Starbucks advert. I found no practical advice in the book. There's a gazillion stories about how Starbucks employees give out free coffee when they see a customer spill their drink or give out free coffee presses when a customer asks for a replacement part. Perhaps Starbucks—a successful business—can afford to absorb those costs, but there's very little relevance in those stories for some lesser-known, n ...more
Adi Arifin
Sep 05, 2011 Adi Arifin rated it really liked it
This is an inspiring book on how setting our difference and pay every attention needed to keep it consistently makes a huge difference. I understand that many business do not really care about brand and brand image. But in the industry I am in, having our brand recognized for reliability is above anything else. Tourism industry is one thing, but being in premium layer, a very thin layer at the top of the pyramid, such as Bali villas is another story.
Will C
Apr 06, 2014 Will C rated it really liked it
In this book, the author is showing that it is about making sure that the customers have a great experience. This book takes place in all types of Starbuck stores. This book is told by the founder and CEO. This book is non-fiction. The author explains to the reader many different experiences that have happened. He says that it is about your experience, not the cost for us.

There was a part in this book that was all about customer experience. In this chapter, the CEO explains how some customers,
Apr 26, 2011 Melanie rated it really liked it
Shelves: nf-libraries
I picked up this book because one of the essays in the book, The Frugal Librarian, described how it's concepts could benefit libraries. I agree that libraries of all kinds could benefit by applying the five customer service principles from this book. I think "be welcoming, be genuine, be considerate, be knowledgeable, and be involved" (page 175)sums it up well. I recommend it to any organization focused on customer service.
D.M. Dutcher
Oct 06, 2014 D.M. Dutcher rated it did not like it
Lightweight book whose message seemed to boil down to two principles instead of five: have great customer service, and be green/sustainable. While customer service is vital to retail, most of the anecdotes either come across as service 101, or some super-employee taking it on themselves to fulfill needs proactively far above their wages would suggest. There's very little actual business talk, and most of the suggestions are banal or basic customer service that any person who's worked in retail f ...more
Abdullah Almutairi
This book hold many spiritual Wounder and contains many thoughtful Idea of how to be a Muslim, a Human and how to from all the things you have in your life, as some things you gain for your own right. currently reading and I don't want leave it at all. This one of the book that at first I judge it by the cover, but turn out it's a real treasure in my opinion.
Donna Lyn
Mar 27, 2011 Donna Lyn rated it it was amazing
I finished this book in one day, it was well written and encouraging. There are many other coffee companies that have great service (Dutch Brothers comes to mind) so Starbucks doesn't corner the market on service but it was an excellent read on how Starbucks gets me to spend $4 for the 'experience' again and again and...
Gugun Gunadi
Mar 12, 2009 Gugun Gunadi rated it did not like it  ·  review of another edition
Sebenarnya buku ini cukup menarik untuk dibaca. Pengalaman starbuck dalam merintis usaha dari hanya sebuah kedai kopi kecil hingga jaringan kedai kopi terkenal yang menggurita. Tapi sayang, terjemahan dalam bahasa Indonesianya tidak begitu enak dibaca, bahasanya kaku sekali. Jadi kurang menarik lagi.. (ini menurut saya loh)
Feb 24, 2015 Hira added it
Loved the stories shared by people about their personal experience with starbucks, who does that unless a company is successful to touch its customers core. Thats what starbucks is all about. For them Retail is detail. Starbucks is always active to give surprises to its customers. They know exactly what they are doing. And fully aware of the the 'type' of customers. Clean toilets, excellent service, personal discovery of reaching out to customers, friendly Barista's (sometimes often end up givin ...more
Jun 13, 2016 Douglas rated it really liked it
Published 10 years ago, The Starbucks Experience is a bit dated. That being said, some of the principles and concepts are relatively timeless and that is what gets my 4 star rating. On the constructive side, I think there is an overabundance of stories and examples. I also think this is a relatively surface-level book with few details on how, beyond the principles. What the book doesn't do well, though, can be overlooked if you are willing to use this book as one to generate ideas and create que ...more
Sep 17, 2009 Azez rated it liked it
يقدم صورة مثاليه لما ينبغى ان تكو نعليه خدمة الزبائن
اعطيته 3 نجوم
لان من قراء كتاب ديل كارينجي عن فن التعامل مع الاخرين يكفيه
حيث يعتبر هذا كتاب تتطبيق فعلي للهذا الكتاب
Todd Mckeever
Jun 07, 2014 Todd Mckeever rated it it was amazing
I have many of the other reviews for this book and they are all over the place concerning how good or not liked this book is for people. For me, I enjoyed this book along with the others concerning Starbucks.

Set aside your personal like or dislike of Starbucks and some of their personal agenda and try to just look at bottom line business/leadership strategies contained in the book and then I believe you will find these books to be a great read. Starbucks has gotten some things right which has be
May 30, 2012 John rated it it was amazing
The stuff American dreams are made of!
Mónica López
Recomendado por el director comercial de la empresa para la cual trabajo, este libro no fue fácil de conseguir. Fui a librería El Día, Sanborns y nada. Llegue a Gandhi y tampoco pero… lo encargue. Me dieron la opción de dejar $50 pesos. Ellos lo mandan traer y te hablan en máximo 8 días para avisarte que tu libro ya está en la tienda. Eso es servicio.

Cuáles son las prácticas/ principios de una de las empresas de café más importantes del mundo.

• Aduéñese. Conozca a su gente, no la limite, y tom
Mar 13, 2008 Cahyo rated it it was amazing  ·  review of another edition
Recommended to Cahyo by: TIME Magz
Dengan menjamurnya berbagai kedai kopi, café, club, maupun restorasi kelas menengah ke atas lainnya; maka tuduhan “atas tuntutan pergaulan” pun akan teramat sangat mudah untuk ditabalkan kepada siapapun yang, mungkin, kebetulan lewat di depan kita, dan mengaku bahwa dirinya adalah seorang fanatikus sejati atas berbagai kenyamanan semacam itu.

Tapi kalau kegemaran itu semata dinyatakan sebagai virus, gue kurang sepakat. Karena, untuk kasus kedai kopi berlambang putrid duyung menggoda ini, gue (pil
Feb 09, 2008 Anna rated it liked it
Recommends it for: anyone who leads people in a fuzzy corporate environment.
I've read all the Starbucks books I can get my hands on, so I'm going to compare this one to it's cousins. It's full of business jargon and vague concepts that business writers love so much. In trying to decipher the tools of Starbucks' success, however, the book manages to make the Starbucks Experience sound like a management class for government employees. *tongue in cheek* Which is great if you're a manager! Especially in business circles where you need lots of fodder for your weekly meetings ...more
Josh Miller
Apr 16, 2013 Josh Miller rated it really liked it
I do not frequent Starbucks on a regular basis; however, I have been intrigued over the years by its success. After reading this book, it is no wonder Starbucks is successful as they have been.

The author is not affiliated with Starbucks in any way other than a Starbucks customer. Every leader could and should learn the principles found in this book and then infuse them into their life practices.

I personally believe every church and pastor could learn truths in this book that would assist them in
Apr 02, 2008 weiyein rated it it was ok
5 Principles for turning Ordinary into Extraordinary
By Joseph A. Michelli

Principle 1 – MAKE IT YOUR OWN
Starbucks spends more on training employees than on advertising
Starbucks positioning – the 3rd Home
Customers can to feel unique and special all the time. How can we provide that?
Starbucks is not in the coffee business serving people but in the people business serving coffee
People want to be a part of something that touches their hearts
Green Apron Book helps make Starbuck
Aug 22, 2012 Abigail rated it really liked it
La experiencia Starbucks, 5 principios para convertir lo ordinario en Extraordinario
Con los 5 principios del manual del delantal verde de Starbucks tú puedes tomar ideas y aplicarlas a tu propio negocio y, no solamente allí, sino a tu vida en general. El negocio de Starbucks es la gente. Es una empresa socialmente comprometida e interesada en las relaciones interpersonales y en crear una experiencia única a cada cliente que visita alguna de suS tiendas. Si te interesa conocer a fondo estos prin
May 29, 2008 Megan rated it it was amazing
Recommends it for: Any young business professional, marketing professionals, anyone who loves Starbucks
Shelves: work
This book makes me want to work for Starbucks!

I have to admit, I'm quite the Starbucks addict, and if I hadn't been, I probably would not have gravitated to this book in Borders in the first place. That being said, the book offers valuable insight on how you can take a company with an ordinary product and turn it into a success.

As a young professional, it was interesting to see how the company managed to use the simplest prinicples to generate success. The book outlines these principles in easy
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“Consumers want the predictable and consistent, with an occasional positive twist or added value thrown in. Psychologists who study happiness (the correct psychological/research term is subjective well-being) often talk about the importance of predictability for safety and security (the caramelized popcorn, if you will), mixed with small increments of variety to offset boredom (the prize). Unfortunately, many companies focus too much on the basic ingredients and not enough on adding that extra something that differentiates them from their competition and builds brand loyalty. Starbucks leaders, however, have made a firm commitment to creating an experience of Surprise and Delight in many areas of their business. Starbucks management seeks ways to implement subjective well-being for customers and staff—which, in turn, has a profound effect on loyalty, community, and profit.” 0 likes
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