I had a hard

morning.

How

about you?

'Experiences are as distinct from services as services are from goods.'

Joseph Pine & James Gilmore

The Experience Economy

values

truthfaith

audacity

truth

faith

audacity

• sharing of self• willingness to question

• faith to create quiet space• sharing faith philosophy

• whispering• giving instructions• different than the usual

truth faith

audacity

gathering

target needs

target needs

giving recieving

'Products are made in the factory, but brands are created in the mind.'

Walter Landor,Landor & Associates

values

brandexperiencemarketing

loyalty

brandlogo • visual Identity • mission • brand promise • tag line

experiencesales/marketing processes

customer serviceinternal processes/HR

delivery of good or servicecustomer appreciation

marketingprinted materials

websiteadvertising/pr

networking/strategic alliances philanthropy

loyaltysale closed

repeat businessreferrals

"A brand is a living entity - and it is enriched or undermined

cumulatively over time, the product of a thousand small gestures"

Michael Eisner, CEO Disney

gathering

BigFunBoxSpiral

Design

Harrington Design

AIGA

Mohawk

Bowne

Kids

Riverside

Arts

Flagler Colleg

e

BCBS

BEF

Nonprofit

s

CFF

WiawakaHoliday House

Parsons Child & Family Center

PrinterPhotographe

rsPR

PrinterPhotographe

rs

Beaches

Arts

Mercy Associatio

n

Eating Disorders Outreach

JAX Library

Bof E

MOCA

HOW

SBA

FCCA

Benefits

Space

Happy LifeGood Business

Marketing

Financial

Personal Life

Team Development

Business Evolution

Internet DevelopmentWebsite

StaffingRelationshipsE-mail

CoachingWorkshop

s

What Do You Need?

1. One on One conversations?2. Where are you going?3. Are you a private person?

1. Group Discussions?2. Still trying to figure it out?3. Are you an outgoing person?

OR

Prospect Generation

website • networking • philanthropy • advertising • pr • alliances •

coaching

product

who’shelping

who?

'Customers must recognize that you stand for something.'

Howard Schultz, Starbucks

Starbucks Mission Statement:Establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles as we grow.The following six guiding principles will help us measure the appropriateness of our decisions:• Provide a great work environment and treat each other with respect and dignity. • Embrace diversity as an essential component in the way we do business.• Apply the highest standards of excellence to the purchasing, roasting & fresh delivery of our coffee.• Develop enthusiastically satisfied customers all of the time.• Contribute positively to our communities and our environment.• Recognize that profitability is essential to our future success.

Starbucks Environmental Mission Statement:Starbucks is committed to a role of environmental leadership in all facets of our business.We fulfill this mission by a commitment to: Understanding of environmental issues and sharing information with our partners. • Developing innovative and flexible solutions to bring about change. • Striving to buy, sell and use environmentally friendly products. • Recognizing that fiscal responsibility is essential to our environmental future. • Instilling environmental responsibility as a corporate value. • Measuring and monitoring our progress for each project. • Encouraging all partners to share in our mission.

Monday, Feb. 11, 2008Howard Schultz Transformation Agenda Communication #5   Dear partners, Over the past couple of weeks, I have spoken with you about our plans to transform our company and to be laser focused on our customers. Today, I am pleased to share with you another action that will enrich the Starbucks Experience through innovation. I am very excited to announce that we have expanded our existing long-term relationship with AT&T by adding Wi-Fi services within our U.S. company-operated stores. This will allow us to evolve our in-store offerings to provide a high-quality Wi-Fi experience that both you and our customers will enjoy. Beginning this spring, our new Wi-Fi program will offer free and easy internet access on a high-quality network. We will offer two hours of free Wi-Fi service per day for registered and active Starbucks Card holders as a gesture of appreciation to our loyal customers. We would also like to extend our appreciation to our partners who make the Starbucks Experience happen in our stores every day. Also beginning this spring, all U.S. Starbucks partners will receive complimentary AT&T Wi-Fi accounts and enjoy internet access in company-operated locations offering Wi-Fi access. We will be rolling out this service market-by-market to more than 7,000 Starbucks stores. We will be sure to communicate the details about your market through our regular store operations communications channels. 

This is only the beginning! We will continue to renew our creativity and focus on our customers. I appreciate your ongoing commitment and passion when delivering the Starbucks Experience. 

Onward,Howard 

exellenceconsistency environment

Starbucks

target needs

$

emotions

actionsdrive

$

R O IReturn on Investment

Rationalization of Intellect

Risk of Intimacy

impactmeasurement

'The idea that business is just a numbers affair has always struck me as preposterous. … I'm

convinced that it is feelings - and feelings alone - that account for the success of the

Virgin brand in all of its myriad forms.'

Richard Branson

valuesquality • courage • adventure • learning • pleasure consistency

value • service • humor • truth • simplicity community • faith celebration • health • sustainability clarity • creativity • fun

tenacity • honor • respect abundance • growth • family • stability charity tenderness • humility • luxury • comfort • spirit

discovery • fulfilment • inspiration • presence • agility wisdom bravery • history • knowledge • equality affordability • speed

patience • consciousness • variety • specialized • dependability detailed • emotions • intellect • evolution • legacy • innovation

values actions

faith

Start end meeting with moment of silence.

•Willing to go places that I do not know exact results.

•Trusting instincts and

following them.•

Willingness to talk about faith.

gathering

excellence

train all barristas well•

employ high levels of designers

•use on the finest

ingrediants•

ask for feedback

Starbucks

marketingprinted materialswebsiteadvertising/prnetworking/strategic alliances

philanthropy

experiencesales/marketing processescustomer serviceinternal processes/HRdelivery of good or servicecustomer appreciation

loyaltysale closedrepeat businessreferrals

impact

$

actions

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