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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary (Business Books) von [Michelli, Joseph]
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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary (Business Books) Kindle Edition

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Länge: 226 Seiten Word Wise: Aktiviert Verbesserter Schriftsatz: Aktiviert
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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.)
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.



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.


  • Format: Kindle Edition
  • Dateigröße: 1159 KB
  • Seitenzahl der Print-Ausgabe: 226 Seiten
  • ISBN-Quelle für Seitenzahl: 0071477845
  • Gleichzeitige Verwendung von Geräten: Bis zu 4 Geräte gleichzeitig, je nach vom Verlag festgelegter Grenze
  • Verlag: McGraw-Hill Education; Auflage: 1 (5. Oktober 2006)
  • Verkauf durch: Amazon Media EU S.à r.l.
  • Sprache: Englisch
  • ASIN: B002U2DQF2
  • Text-to-Speech (Vorlesemodus): Aktiviert
  • X-Ray:
  • Word Wise: Aktiviert
  • Screenreader: Unterstützt
  • Verbesserter Schriftsatz: Aktiviert
  • Durchschnittliche Kundenbewertung: Schreiben Sie die erste Bewertung
  • Amazon Bestseller-Rang: #361.144 Bezahlt in Kindle-Shop (Siehe Top 100 Bezahlt in Kindle-Shop)

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Die hilfreichsten Kundenrezensionen auf (beta) (Kann Kundenrezensionen aus dem "Early Reviewer Rewards"-Programm beinhalten) 4.1 von 5 Sternen 127 Rezensionen
9 von 10 Kunden fanden die folgende Rezension hilfreich
2.0 von 5 Sternen Didn't get much from it 13. Juni 2015
Von Kevin - Veröffentlicht auf
Format: Kindle Edition Verifizierter Kauf
As a small business owner, I've often looked up to Starbucks as a shining example of what can be achieved in the hospitality and retail business. So I picked up this book to hopefully learn about how Starbucks conducts business, so that I can use those lessons in my own business. However, I didn't find this book to be much help at all. The lessons are far too abstract to have meaning in the day to day operation and planning of a business. Principles like "Make your Mark" and "Surprise and Delight" are great general principles to aspire to, but they are presented in a format that reads like a Starbucks training manual. The book is at its best when its provides specifics, like when it states that Starbucks has a program that pays non-profits $10 an hour for every hour a partner volunteers there. But many of the examples are almost comical in the way its paints Starbucks as a saintly company. Nice to know that a partner who won the lottery shared it with her co-workers, but what does that tell me about HOW Starbucks created a culture of sharing; could this partner just be a really good person, while another partner might have kept the whole jackpot to himself.
1 von 1 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Good read and very helpful 6. Dezember 2016
Von Dylan O. - Veröffentlicht auf
Format: Gebundene Ausgabe Verifizierter Kauf
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 I need to solve.

On page 58, the author writes, "Great leaders look for ways to maximize the felt sense that their business generates." This made me think about the feelings I want to inspire in people when they meet me and when I have the opportunity to serve them.

I stopped to reflect on my business goals and intended practices pretty often while reading this book. It devotes a chapter to each of Starbucks' five principles with thinking points at the end of each chapter that anyone can apply to their own business. I also liked the call-out boxes that help readers relate Starbucks' practices to their own situations.

Starbucks has indeed made a commitment to providing for its employees, the community, and the environment. If more businesses (large and small) operated with the integrity described in this book, the world would be a much better place.

The author appeared semi-unbiased when he talked of Starbucks' success stories, and he did not hesitate to address some of the bad press the company has received over the years. He discussed China's resistance to the opening of Starbucks stores in their country, saying the overall first impression was a prime example of "US imperialism" (pages 121-123). Then he goes on to discuss how Starbucks solved the bad image by getting involved in the communities they served and tailoring the Starbucks experience to the Chinese culture.

At times, however, it goes to far with its "Starbucks saved the day!" anecdotes. It is a testament to how much effort the company puts into employee training though. I don't think I've ever had a rude barista at Starbucks. Actually, I haven't had any problems with baristas in the other coffeeshops I visit either.

The book talks about how Starbucks raises the bar for the other businesses in the area when it sets up shop in a new place. I am sure there are examples to the contrary, but I have to take the book's word on it since I haven't been anywhere that Starbucks is considered "new" in a really long time!

I think this book has some value for people going into business for themselves or those at the management level at a company where they have some decision-making power. Otherwise, it's just a feel-good read about people making positive changes in the world.

I hope my review has been helpful to you. It encourages me to continue writing and updating my reviews. Please leave a comment if you have any questions, I will be more than happy to answer if I can be of help.
5.0 von 5 Sternen Good book for business practices. 2. Mai 2017
Von Diana D. - Veröffentlicht auf
Format: Kindle Edition Verifizierter Kauf
I love Starbucks and I don't drink coffee. This was a very interesting read for someone who's interested in Starbucks or for just learning more about their business practices. Made me much more comfortable paying $4+ for a Chai Latte when I read about the business philosophy. I wish that the place I work would incorporate some of these practices.
1 von 1 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Retail is detail 25. April 2012
Von Sandra Trolinger - Veröffentlicht auf
Format: Kindle Edition Verifizierter Kauf
This book is a MUST read for baristas and other Starbucks employees as it reaffirms WHY Starbucks is the number one coffee shop in the world. The employees meet expectations of their customers as the third place and it goes beyond getting a hot cup of coffee or icy frappuccino. It means making contact with the customer by smiling and asking about their day and the ritual of writing their name on their cup and remembering their order if they are a regular. It means surprising them by connecting with them on a deeper level with humor and compassion whenever possible. It means offering a fair trade product and be involved in the community that Starbucks thrives in and making it a better place for those businesses around them. It means offering health insurance to part time employees and understanding the Starbucks experience means extraordinary commitment to excellence above and beyond their product.
4.0 von 5 Sternen Michelli knows 2. März 2015
Von Carolyn Sturm - Veröffentlicht auf
Format: Gebundene Ausgabe Verifizierter Kauf
In general, Michelli stresses the importance of consistency, customer relations and personalization of a company. Although all main points are valid, they are not necessarily applicable for all markets, making this book less fluid on the shelves. A good observation he makes is that, “We are not in the coffee business serving people, but in the people business serving coffee. (28)” This quote exemplifies the forward thinking and innovative perspective Michelli offers and explains throughout his best seller. It becomes explicit that customer intimacy is a key defining factor that separates successful and non-successful large businesses.
Michelli also emphasizes employee training and good leadership in which ideas such as “welcoming, genuine, knowledgeable, considerate and involved” (Green Apron Book) are instilled onto employees. His notion that a new company must create a sense of community to ensure loyalty and customer satisfaction is, however, undeniably correct. This part made complete sense to me, as if I hadn’t even thought of this before. I am an avid Starbucks consumer and to me, this new perspective from the inside made me understand why I truly enjoy not just the coffee, but “the Starbucks experience” as well. As for marketing advice, making a quick meal or coffee trip into an experience to look forward to is certainly an attainable, attractive goal.
In addition to customer interaction, the idea of being innovative and “coloring outside the lines” helps to explain Starbucks’ success. Michelli concludes that unconventional surprises such as giveaways at train stations for commuters encourage unusual partnerships while reinforcing customer loyalty and expanding their market. Although surprises such as these can be costly for smaller businesses, this tactic could be beneficial and enhance branding as well customer lifetime value.
Throughout his book, Michelli also stresses consistency above all else. Having ran into only few incidents of inconsistencies at local Starbucks myself, I realized this strategy of any company is crucial. This advice may appear cliché and obvious but is often overlooked by businesses. I have been a waitress of a new restaurant in recent years where inconsistencies often cost them customers and me to lose tips in the beginning. So through my own personal experience I can relate to the ideal of regularity throughout a company and working toward that goal. In general, I feel that he could have given better examples of this within the company, or maybe a large fault they experienced within uniformity at one point.
Lastly, Michelli also makes an unusual statement in his last principle of embracing resistance. Although learning from mistakes and being able to take negative criticism are good qualities for a company to have, I feel that it was stressed a bit too much as a whole principle. The company experienced a third world coffee importation critique themselves and had to face that head on, something all companies should do. One helpful tid-bit he does give is how to create a happy-medium with local competitors which you may be taking business away from. In order to avoid an You’ve Got Mail ordeal, Michelli encourages large corporations to develop civil relations with smaller competitors. That idea I feel is useful and should be implemented more often but I am not sure how many larger corporations will be taking advice from another similar company or possible rival’s book.
Overall, this book would be a good advisor for prospective business owners. In his “last words” section, he discusses the issue of excellence versus perfection, implying that Starbucks Co. is in fact not perfect and that isn’t how one should interpret his book. Although I feel this clashes with his Starbucks appraisals throughout his book, that it was a good point he made. I wish that he had made a principle entitled “Excellence versus Perfection” in order to emphasize the impossibilities of being perfect and to instead aim to be the best your company can. I feel that a section such as that would make the daunting task of trying to compare to Starbucks for a small-business owner a bit lighter and show them that that is not the point of this book. In spite of this small critique, I would recommend this book to anyone looking for or currently in need of marketing guidance.
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