Comments on: A Tale of Two Starbucks: a Narrative on Customer Experience http://ajleon.me/a-tale-of-two-starbucks Poetic Business | Where Relationship Marketing meets Social Media Fri, 23 Mar 2012 17:30:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: A Tale of Two Revisited | itsgeekto.mehttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-487 A Tale of Two Revisited | itsgeekto.me Tue, 18 Jan 2011 21:20:53 +0000 http://ajleon.me/?p=123#comment-487 [...] go read A Tale of Two Starbucks. Go ahead and do it now. It will open a new window and you can come back. We’ll talk briefly [...] [...] go read A Tale of Two Starbucks. Go ahead and do it now. It will open a new window and you can come back. We’ll talk briefly [...]

]]> By: Relationship Marketing and The Jazz Dentist | AJ Leonhttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-297 Relationship Marketing and The Jazz Dentist | AJ Leon Mon, 27 Sep 2010 13:33:28 +0000 http://ajleon.me/?p=123#comment-297 [...] may seem small, but small things matter in big ways to most [...] [...] may seem small, but small things matter in big ways to most [...]

]]> By: ajleonhttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-184 ajleon Fri, 13 Aug 2010 02:12:07 +0000 http://ajleon.me/?p=123#comment-184 And doing a damn great job :) And doing a damn great job :)

]]> By: Lindsayajacobhttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-182 Lindsayajacob Tue, 10 Aug 2010 02:48:54 +0000 http://ajleon.me/?p=123#comment-182 No interns at Marcal...Just 1 Brand Ambassador tweeting her heart out lol No interns at Marcal…Just 1 Brand Ambassador tweeting her heart out lol

]]> By: sophiazoehttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-178 sophiazoe Sun, 02 May 2010 09:34:04 +0000 http://ajleon.me/?p=123#comment-178 I hate coffee. To me, it smells like mud and mold - like the bottom of a wet rock by a swamp. Can't imagine how addicts have formed to support its popularity. But, once every few years, I have a meeting at a Starbucks. I don't know their "language" either. <br><br>Last time, I had my wallet stolen from out of my purse, which was on the window ledge beside me (big window, almost to the floor). Police said Starbucks thefts are very common (at least in Toronto) because the thieves figure 1) if you can afford $5 for a pail of mud 'n mold, you've got cash... and 2) you're relaxing, thinking others are, too, so your guard is down. <br><br>My tea cost $2, but the wallet they took was a special gift to myself at $150. Red leather, new. I only loved it for a month. Full of gift cards I got at Christmas and about $300. By the time I left Starbucks and was going through the car looking for the wallet, VISA's 'suspicious activity' department had called. Thieves had already gone to three big-box stores and spent $4000!! <br><br>Starbucks manager not very sympathetic. She said "Yeah, it happens all the time. Just call the police." What?! You know about this and you don't warn people or do something about it? <br>So, why would I go back? I hate coffee. To me, it smells like mud and mold – like the bottom of a wet rock by a swamp. Can't imagine how addicts have formed to support its popularity. But, once every few years, I have a meeting at a Starbucks. I don't know their “language” either.

Last time, I had my wallet stolen from out of my purse, which was on the window ledge beside me (big window, almost to the floor). Police said Starbucks thefts are very common (at least in Toronto) because the thieves figure 1) if you can afford $5 for a pail of mud 'n mold, you've got cash… and 2) you're relaxing, thinking others are, too, so your guard is down.

My tea cost $2, but the wallet they took was a special gift to myself at $150. Red leather, new. I only loved it for a month. Full of gift cards I got at Christmas and about $300. By the time I left Starbucks and was going through the car looking for the wallet, VISA's 'suspicious activity' department had called. Thieves had already gone to three big-box stores and spent $4000!!

Starbucks manager not very sympathetic. She said “Yeah, it happens all the time. Just call the police.” What?! You know about this and you don't warn people or do something about it?
So, why would I go back?

]]> By: sophiazoehttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-116 sophiazoe Sun, 02 May 2010 02:34:04 +0000 http://ajleon.me/?p=123#comment-116 I hate coffee. To me, it smells like mud and mold - like the bottom of a wet rock by a swamp. Can't imagine how addicts have formed to support its popularity. But, once every few years, I have a meeting at a Starbucks. I don't know their "language" either. <br><br>Last time, I had my wallet stolen from out of my purse, which was on the window ledge beside me (big window, almost to the floor). Police said Starbucks thefts are very common (at least in Toronto) because the thieves figure 1) if you can afford $5 for a pail of mud 'n mold, you've got cash... and 2) you're relaxing, thinking others are, too, so your guard is down. <br><br>My tea cost $2, but the wallet they took was a special gift to myself at $150. Red leather, new. I only loved it for a month. Full of gift cards I got at Christmas and about $300. By the time I left Starbucks and was going through the car looking for the wallet, VISA's 'suspicious activity' department had called. Thieves had already gone to three big-box stores and spent $4000!! <br><br>Starbucks manager not very sympathetic. She said "Yeah, it happens all the time. Just call the police." What?! You know about this and you don't warn people or do something about it? <br>So, why would I go back? I hate coffee. To me, it smells like mud and mold – like the bottom of a wet rock by a swamp. Can't imagine how addicts have formed to support its popularity. But, once every few years, I have a meeting at a Starbucks. I don't know their “language” either.

Last time, I had my wallet stolen from out of my purse, which was on the window ledge beside me (big window, almost to the floor). Police said Starbucks thefts are very common (at least in Toronto) because the thieves figure 1) if you can afford $5 for a pail of mud 'n mold, you've got cash… and 2) you're relaxing, thinking others are, too, so your guard is down.

My tea cost $2, but the wallet they took was a special gift to myself at $150. Red leather, new. I only loved it for a month. Full of gift cards I got at Christmas and about $300. By the time I left Starbucks and was going through the car looking for the wallet, VISA's 'suspicious activity' department had called. Thieves had already gone to three big-box stores and spent $4000!!

Starbucks manager not very sympathetic. She said “Yeah, it happens all the time. Just call the police.” What?! You know about this and you don't warn people or do something about it?
So, why would I go back?

]]> By: hughtonkshttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-107 hughtonks Tue, 20 Apr 2010 13:59:50 +0000 http://ajleon.me/?p=123#comment-107 At last, someone else who hates the pretentious terminology Starbucks use! I can't see what's wrong with "small, medium, large" myself. But I wouldn't drink their coffee anyway, it's vile.<br><br>I've visited the USA on business twenty or more times, and generally have a great time - except for the hot drinks. Tea is not real tea, made with leaves and freshly-boiled water in a china pot and left to mash for 4 minutes, it's the powdered ickiness of a Lipton's teabag dunked briefly in luke-warm water. No wonder it never tastes right. And the coffee - why is it always so weak? Even the espresso seems weak. A quadruple espresso barely touches the sides as it goes down, and has virtually no effect. Maybe it's the roast? Whatever the reason, it manages to taste both burnt and watery at the same time - quite an achievement.<br><br>Oh well, at least you have cheap petrol [gasoline] over there to compensate ... At last, someone else who hates the pretentious terminology Starbucks use! I can't see what's wrong with “small, medium, large” myself. But I wouldn't drink their coffee anyway, it's vile.

I've visited the USA on business twenty or more times, and generally have a great time – except for the hot drinks. Tea is not real tea, made with leaves and freshly-boiled water in a china pot and left to mash for 4 minutes, it's the powdered ickiness of a Lipton's teabag dunked briefly in luke-warm water. No wonder it never tastes right. And the coffee – why is it always so weak? Even the espresso seems weak. A quadruple espresso barely touches the sides as it goes down, and has virtually no effect. Maybe it's the roast? Whatever the reason, it manages to taste both burnt and watery at the same time – quite an achievement.

Oh well, at least you have cheap petrol [gasoline] over there to compensate …

]]> By: Following Individuals To Build A Teamhttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-97 Following Individuals To Build A Team Sun, 11 Apr 2010 04:44:46 +0000 http://ajleon.me/?p=123#comment-97 [...] His posts on business relationships and the ability of a single individual to make or break the customer experience are must [...] [...] His posts on business relationships and the ability of a single individual to make or break the customer experience are must [...]

]]> By: ajleonhttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-78 ajleon Sat, 03 Apr 2010 21:44:32 +0000 http://ajleon.me/?p=123#comment-78 Hey Step, sorry for the late reply, I was in the Keys for a wedding and apparently internet connection is not something they value down there ;)<br><br>Couldn't agree with you more, bro, the reality is that customer-facing employees are the brand ambassadors. That's why I find it strange when companies have interns, newbies, or PR agencies manning their social media channels! Thanks so much for stopping by to comment!!! Hey Step, sorry for the late reply, I was in the Keys for a wedding and apparently internet connection is not something they value down there ;)

Couldn't agree with you more, bro, the reality is that customer-facing employees are the brand ambassadors. That's why I find it strange when companies have interns, newbies, or PR agencies manning their social media channels! Thanks so much for stopping by to comment!!!

]]> By: Step Morganhttp://ajleon.me/a-tale-of-two-starbucks/comment-page-1#comment-77 Step Morgan Fri, 02 Apr 2010 01:34:07 +0000 http://ajleon.me/?p=123#comment-77 Great post AJ! The other thing large companies like Starbucks miss is the opportunity to become "local". Just as several of the previous comments indicate, it's the frontline employee you come to know and appreciate (or despise). Who doesn't want to do business with their friends? But we fool ourselves when we think commitment to process will transform a jerk into a pleasant person. Until excellence via shared values and quality character trumps growth goals, we'll continue to be haunted by customer service trolls and zombies. Great post AJ! The other thing large companies like Starbucks miss is the opportunity to become “local”. Just as several of the previous comments indicate, it's the frontline employee you come to know and appreciate (or despise). Who doesn't want to do business with their friends? But we fool ourselves when we think commitment to process will transform a jerk into a pleasant person. Until excellence via shared values and quality character trumps growth goals, we'll continue to be haunted by customer service trolls and zombies.

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