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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

3.79  ·  Rating details ·  4,079 ratings  ·  266 reviews
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 ...more
Hardcover, 193 pages
Published October 5th 2006 by McGraw-Hill Education (first published January 1st 2006)
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 ·  4,079 ratings  ·  266 reviews

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Sally Siawidjaja
Feb 26, 2009 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: terjemahan, non-fiksi
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 rated it liked it  ·  review of another edition
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
Susan Bybee
Nov 14, 2013 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 24, 2009 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 what their
May 26, 2009 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
Sep 02, 2019 rated it did not like it
While it was fascinating to learn more about the Starbucks ethos and their drive to surprise and delight, this entire book could have been condensed into an essay and felt like a long humblebrag.
Feb 06, 2008 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
Ryan Watkins
Jan 07, 2017 rated it really liked it
The author explains how Starbucks focuses on providing an experience for its clients instead of just a product. He continues to explain in more detail his 5 principles on how to accomplish this in your own business: Make It Your Own, Everything Matters, Surprise and Delight, Embrace Resistance, Leave Your Mark. Much of his advice is helpful despite there being a lot of filler about specific clients' experiences at Starbucks and his push for businesses to support left leaning social issues. Readi ...more
Apr 12, 2011 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. ...more
Adi Arifin
Sep 05, 2011 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. ...more
Donna Lyn
Mar 27, 2011 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... ...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. ...more
Cindy Payler
Apr 05, 2014 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. ...more
Mar 24, 2012 rated it it was amazing
The stuff American dreams are made of!
Diah Iswatun Khasanah
Nov 25, 2012 rated it it was amazing
This book is very inspiring me to do business. And make me always want to go to Starbucks.
Kayleigh John
Jan 17, 2016 rated it it was amazing
Great read! The Starbucks story is such an inspirational story, a must-read for business owners
Sofie Tyger
Jul 25, 2017 rated it it was ok
Too anecdotal without enough detail on how Starbucks actually implemented the values and fostered the culture.
Allys Dierker
Dec 18, 2017 rated it did not like it
Extended promotional brochure for Sbux
Puru Gupta
May 31, 2020 rated it really liked it
Good read. Was monotonous and pedagogic at few places but the anecdotes made up for it. Interesting checklist to emulate for your own business. After reading this, you would definitely want to "build a customer experience like that of Starbucks!" ...more
Mar 11, 2008 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
Jul 01, 2016 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
Josh Miller
Feb 13, 2013 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
Feb 09, 2008 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
Zoffix Znet
Apr 26, 2014 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
May 29, 2008 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
Henry Wijaya
Jun 24, 2008 rated it really liked it  ·  review of another edition
Recommends it for: coffee lovers, teachers, those working in service agency
Recommended to Henry by: Stefani Nana Karina
Starbucks, who have never heard that famous name of a coffe shop? It is so famous that sometimes people like to associate coffee with this coffee shop
This book doesn't discuss the coffee anyway, so if you want to know about the coffee, just run away quickly to the cafe and taste the coffee yourself, hehehehe (prepare your wallet friend; it's expensive:P)
It discusses why Starbucks can become very successful and remains in the heart of many of its loyal customers. It tells some values or principle
Will C
Apr 06, 2014 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,
D.M. Dutcher
Oct 06, 2014 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
Rhonda Sue
Aug 18, 2017 rated it liked it
This books was just okay. After reading the author's fabulous book on the Ritz Carlton, the Starbucks Experience just didn't do it for me. The 5 principles followed by Starbucks are: Make it your own; Everything matters; Surprise and delight; Embrace resistance; and Leave your mark. All good principles and lots of examples provided so you can grasp the concepts in action. There is a chapter devoted to each principle. The book is easy to get through and will provide good info if you're interested ...more
Juliaty lie
Oct 02, 2007 rated it liked it
Starbucks teach us how to give and get a great experience through their 5 principles. Actually they are simple ways that almost every people and companies already know. The point is to do it correctly, to remain that way. To maintain it. It's also about details.. details.. and details.. A single simple thing that also important and may change lots of things. I think it's a good book, but in some other way i feel disappointed with starbucks it self. The writings is too good that almost not as goo ...more
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Joseph Michelli is an American psychologist, speaker, and author. He started his career as a psychologist in 1988 and began writing business books in 2004.

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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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