Leading the Starbucks Way

Presented by

Joseph Michelli, Ph.D., NY Times #1 Bestselling Author

About this talk

CCNG talks with Joseph Michelli, Ph.D., NY Times #1 Bestselling Author, Customer Experience Consultant, Professional Speaker to share insights on how to create craveable experiences that drive customer loyalty. In this webcast interview titled Leading the Starbucks Way, Dr. Michelli will unpack leadership concepts explored in his soon to be released McGraw-Hill book of the same name. You will not only learn the way Starbucks leaders transformed the brand in response to financial challenges but more importantly you will understand how you can elevate the experience you provide to your team and customers. Join us and share with your contact center and customer care, customer experience colleagues!

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.