By Dale Wolf

Oh, what have we wrought? Have we learned anything about creating valued, differentiated customer experiences that grow profitable business?

The news is out! We have McDonalds serving upscale coffee (maybe even with baristas) and even more amazing we now have Starbucks testing in Seattle $1 el Cheapo coffee.

Not much innovation going on here.

For the life of me, I cannot figure out why Starbucks would play around with a McDonalds Challenge and start an unneeded turf war.

... Read More

By Dale Wolf

Companies deliver experiences.

Tesco, the UK grocery chain. And Virgin Atlantic, Harley-Davidson, The Banyan Tree, First Direct, Amazon, Starbucks, Scotti’s Records, Apple Computer, Dorothy Lane Markets. These are a few businesses that have been richly rewarded for their attention to delivering a perfect customer experience – the kind that creates referral, retention and profitable growth.

Non-profits deliver experiences, too.

Consider United Way, Salvation Army and Christian Children’s Fund or an organization teaching adults how to read, or your community church. When a charitable organization fails to meet customer expectations, ... Read More

We all know how once all-powerful in the customer experience world leader Dell Computer fell from its perch. The fall was so precipitous that Michael Dell had to come out of retirement and assume the CEO rule again. You would hope that once you create a great corporate culture, it could just kind of run on autopilot. Instead it seems that delivering a perfect customer experience is a daily grind and it can slip through your fingers in a heart beat.

Now, Lewis Green reports on his blog that the Almighty Starbucks is trembling in the same shaky ground. Green reports: Chairman and Starbucks guru and passion master Howard Schultz implies all is not well in Latte ... Read More