Thursday, February 15, 2007

Employee Motivation

Joseph Michelli's book, "The Starbucks Experience", describes the principles needed to have loyal employees, nay evangelists:
  • Make it your own;
  • Everything matters;
  • Surprise and delight;
  • Embrace resistance; and
  • Leave your mark.

It's more than giving thema title. It involves giving them the ability to interact with customers. During that interaction, the customer can then become a sneezer. The customer goes from being satisfied to being loyal. (As Gitomer says: Do you want a loyal wife or a satisfied wife?)

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