Digital transformation and moments of truth
I hadn’t been aware of one of the more important CRM stories of the year until I was doing research for a new book. But it’s a great story and it deserves retelling, especially if you are like me and think that focusing on customers’ moments of truth is important. Thanks to Narina Sippy for […]
Starbucks As Race Uniter: Piss Everyone Off Equally
Starbucks found itself in hot water this week after encouraging baristas to write “racetogether” on coffee cups and discuss race relations with customers. And of course their is a #racetogether hashtag campaign. Sigh. I give you Starbucks leadership team… you can’t blame them for being so white, there aren’t many sunny days in Seattle. I […]
News Analysis: The Implications Of Oracle’s Acquisition Of Taleo
Catch my colleague Yvette Cameron’s point of view here when published. She covers Future of Work for Constellation Research, Inc. Oracle Plays Catch Up With Public Cloud Ambitions On February 9th, Oracle announced its intention to acquire Dublin, CA based Taleo for $1.9B. Taleo is a cloud based talent management software provider with 5000 customers […]
Starbucks: Backtracking on Barista Spend Management, But What About Those Beans? (Part 1)
For those who know the employees in our office and me, personally, you know we take our coffee seriously (Sheena borders on the point of a slight obsession). Perhaps this is why we recently spent a few days coming up with a new co…
Tip Jars and Coffee Shops
What exactly is the tip jar at the local coffee place supposed to recognize, excellent cash register operation, and at Starbucks is it for excellent button pushing? How about the car wash, am I supposed to drop a dollar in the tip box because they dried my car really well… how about when they do […]
