013: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 2

People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can’t go a day without them. 

Today is part two of the conversation about Howard Schultz – all the things that he has done and what Starbucks has created not only in their industry but for service across all industries. 

Chief Revolution Officer John DiJulius and senior consultant Dave Murray from The DiJulius Group also share some powerful tools they’ve added to the Starbucks toolbox so they remain to be the brand that we all know and love today. 

Here are just a few takeaways:

  • What is a customer service vision statement?
  • The four pillars of a customer service vision
  • Starbucks’ service vision statement and its four pillars
  • How does the process called “a day in the life” help organizations?
  • What’s on the inside of every Starbucks apron?
  • The concept behind “zero risk” and why it’s so powerful
  • The currency for millennials and why they’re the best workforce you could ever have
  • How you can apply the Never and Always tool to your own company
  • Howard Schultz’s powerful quote about human connection
  • Why not every decision is an economic decision but a decision through the lens of your people
  • What makes Howard Schultz a great leader.
  • How Starbucks hasn’t stopped innovating. They have created a new concept that is the Willy Wonka of coffee.


Resources mentioned:

Howard Schultz commencement speech at Arizona State University: https://www.youtube.com/watch?v=NVekVtJ4104&t=6s



About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.