We all love the Starbucks coffee. But what pulls us to Starbucks is the extremely personal experience by the Baristas. 

After several years of passion driven growth, Starbucks faced a lean period. When Howard Schultz announced his exit from an active role, Starbucks hired senior management that focused on just one thing : the finance. Their growth strategy was open more Starbucks across more cities around the world.

They lost. The market share dipped. The stock price tumbled.

Howard Schultz had to finally step in. He remarked as in this video:

“How do you get this big and stay small? And the way we do it is 1 customer, 1 partner, 1 cup of coffee at a time, reducing it to the lowest common denominator. Focusing maniacally on the customer experience”

While you must watch this entire video. To save your time, we have set it at the very second where Howard speaks about how they re-focused and re-engineered Starbucks to deliver the passion for coffee to the customers.

About CX/REFRESH

We believe that only those businesses that invest in world class CX today will sustain and thrive in the future. DialDesk has incubated CX/REFRESH for over 2 years. Today we help customers through the journey of assessing the CX Gaps and using technology and processes to build world class CX.

This post is inspired by the Innovation Leader Impact Conference 2018. At DialDesk we follow incredible thinkers and leaders globally to build world class CX solutions for our customers.

One of the key speakers at the conference was Jon McNeill, the current COO at Lyft. Jon has been a successful entrepreneur, innovator and has worked with Elon Musk at Tesla.

In an interview given to the Forbes magazine, Jon made a remark that caught our attention.

He shared two remarkable examples. We shared them at the last few CX/REFRESH Workshops that we have done for our customers. These are such powerful examples that we are compelled to write about them here.

#1: Elon Musk and Jon watched people take delivery of their Tesla cars and they saw that the first 20 minutes of the delivery was pure joy and the next half an hour was paperwork. They asked how can we eliminate the tedious paperwork? Could they introduce a one click lease.

They had to of-course face several tough challenges of regulations and the usual stiffness of how things have been since ages in the auto industry. But finally they went ahead and made change happen.

Their grit, love for the customer, use of technology and deep understanding of processes made change possible.

#2: They wanted people to sign up for test drives online. The challenge they faced was to assess where Tesla cars were and what were they being used for at any given moment?

The Digital head at Tesla wrote an API that interacted with their scheduling software and the asset management system to identify where all the cars were. During a select roll-out of the service, they received 400 test-drives booked.

CX is about the love for the customer, technology and processes

The above 3 pillars are what we use to build powerful and innovative CX solutions for our customers. 

About CX/REFRESH:

We believe that only those businesses that invest in world class CX today will sustain and thrive in the future. DialDesk has incubated CX/REFRESH for over 2 years. Today we help customers through the journey of assessing the CX Gaps and using technology and processes to build world class CX.

Ask DialDesk for the CX/REFRESH Workshop with your CXO’s at your organisation.