Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC's On the Money.

Foreword viiAcknowledgments ix1. The Starbucks Connection 1PRINCIPLE 1Savor and Elevate2. If You Don't Have Passion for Your Product,Why Should Your Customer? 113. From Replicable and Consistent toMagical and Unique 36Principle 2Love to Be Loved4. It's a Matter of Trust and Love 635. It Must Thrive Inside toBe Experienced Outside 85Principle 3Reach for Common Ground6. Assume the Universal:Serve the Unifying Truths of Humans 1117. Respect, Celebrate, and Customize:Listening and Innovating to Meet Local,Regional, and Global Needs 133Principle 4Mobilize the Connection8. Growing the Connection Through Technology 1589. Personal Relationships Translate:Sharing the Love from People to Products 181Principle 5Cherish and ChallengeYour Legacy10. Honor the Past, but Don't Be Trapped in It 20711. Taking the Long View:Building Success That Lasts 22912. Forging a Real Lifestyle Connection 253Bibliography 259Index 279

Lead Your Business the Starbucks WayForeword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company's exemplary leadership practices.Joseph Michelli, author of the Wall Street Journal, USA Today , and BusinessWeek bestseller The Starbucks Experience , explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit--one person, one cup, and one neighborhood at a time. Michelli offers a perspective on the leadership principles that drove the iconic coffee company's resurgence from serious setbacks during the economic downturn--one of the few true turnaround stories of this time. And the company continues to grow dramatically, entering new markets and channels with fresh products and technologies.In Leading the Starbucks Way , Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry:Savor and ElevateLove to Be LovedReach for Common GroundMobilize the ConnectionCherish and Challenge Your LegacyLeading the Starbucks Way is a penetrating look at the inner workings of one of today's most successful brands. The company gave Michelli one-on-one access to a variety of employees (called partners) to write this book--from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer.In short, success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges.Praise for Leading the Starbucks Way"Michelli shows us how a small Seattle-based chain of coffee shops became one of the most beloved brands on the planet. So grab a cup of coffee, put your feet up, and read this book!"Ken Blanchard, coauthor of The One Minute Manager ® and Leading at a Higher Level"Culture is everything! This fast-moving, fascinating book gives you countless practical ideas you can use immediately to create a company climate of inspiration and loyalty."Brian Tracy, author of Full Engagement"Michelli identifies the principles by which Howard Schultz and his team passionately perform in a culture that loves, respects, and rewards suppliers, employees, customers, shareholders, and the community."Robert Spector, author of The Nordstrom Way" Leading the Starbucks Way provides the key success factors of a lifestyle brand that is globally scaled, locally relevant, and powered by the passion of the Starbucks culture."John Timmerman, PhD, Senior Strategist of Customer Experience and Innovation, Gallup"Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience ."Kirkus Reviews