I recommend this book for those interested in ways to execute customer service or those interested in Starbucks company culture. This book has many examples of Starbucks customer and employee satisfaction also known as customer service. (The term is avoided throughout the entire book.) The book is written by an obvious Starbucks fan boy. He admits it at the end of the book and I realized it half way through the book. Written as if Starbucks can do no harm, the book looks at principles Starbucks incorporates into corporate actions, employees' actions, and in its service/product/place. The book is a supplement to other Starbucks topic related books, such as Howard Schultz's "Pour Your Heart Into It". There are no financial numbers in this book. Written by a corporate consultant, at the back of the book the author provides 20 exercises or workshop type statements for you to respond in writing to see if you can practice what you've learned from this book and hopefully apply in your own career. If you are not interested in Starbucks or employee and customer satisfaction, then this book may not be very interesting.
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