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Starbucks’ $500M Question: Can You Fix the Experience Without Fixing the People?
Starbucks is betting $500M on tech and baristas to fix long waits and boost sales. But the real lesson? No customers, no business. Ruthless profit management matters—but so does creating engaged emplo... ...more
Customer Gettin' ,Customer Keepin'
September 18, 2025•1 min read
Mark Zuckerberg on Customer Service Recovery
Customer service recovery isn’t about tossing out freebies like Zuckerberg’s donuts and headphones. It’s about anticipating problems, fixing them with empathy, and proving you value your customers lon... ...more
Customer Keepin'
September 18, 2025•1 min read
Why “But My Business is Different” Is Just Code for “I’m About to Be Roadkill”
Too many business owners hide behind “But my business is different” while the market passes them by. This post calls out the fatal mistakes—no adaptation, no upsells, no customer contact—and why they ... ...more
Scalin' ,Customer Keepin'
August 12, 2025•2 min read