The founders did not approve of the idea at first. However, when the company focused on offering a complete customer experience around the world of coffee… then, yes: it succeeded. Chances are, like any of us, you’ve also tried one of their famous coffees. Daniel was alluding to the Starbucks brand , a great success story thanks to the customer experience it offers to its users.
Imagine, in fact in 2007 the chain
The importance of respecting your brand values 30 years top industry data after this refocusing, the coffee chain became the most important on the planet , with approximately 29,000 coffee shops in 70 countries. Despite this, the path was not without difficulties, as you can imagine, in fact, in 2007 the chain collapsed tremendously on the stock market. According to Howard, the fall was due to forgetting their two most important values: Empathy with your employees.
Collapsed tremendously on the stock market
Empathy with your clients. To recover what was lost, Howard dedicated BM Leads himself to visiting 25 stores in the chain every week and for more than 30 years. He wanted to talk to the employees and closely understand the entire process of customer service, purchasing and enjoying the product. And that was the key to designing the customer experience that would be the basis of its recovery, growth and expansion.
