Alumni News | HBR Blogs | 09 May 2012
How Starbucks Trains Customers to Behave
Re: Anne Morriss (MBA’04)
Anne Morriss, managing director of the Concire Leadership Institute, explains how the coffee giant increased efficiency and satisfaction by treating customers like employees. She is the coauthor of Uncommon Service: How to Win by Putting Customers at the Core of Your Business.

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