I picked up this book on a whim and sat, with a Starbucks mug in hand, to read about how they do it. I have read other books about Starbucks Corporation, their leadership, and their strategy. I think this one focused on some of the cultural principles that lead to unique customer experiences.
In fact, the one that jumped out most to me was "Make It Your Own," the concept of customer customisation of product offerings. No where is this more evident than at Starbucks as I have repeatedly observed folks taking two minutes to rattle off all their various beverage preferences. However, the principles are very applicable to a whole range of other product categories, sales channels, and the like. I have written extensively on my blog about effective customer services and I believe this book has a lot to teach us all about how to build companies around those types of product offerings.
