Starbucks is not an advertiser; people think we are a great marketing company, but in fact we spend very little money on marketing and more money on training our people than advertising.
Interpretation
Starbucks prioritizes its employees' training over traditional advertising methods.
Howard Schultz emphasizes that Starbucks's success is not rooted in extensive advertising but rather in investing in the training and development of its employees. This approach creates a strong company culture and enhances customer service, leading to customer satisfaction and loyalty which, in turn, serves as a more effective marketing strategy than traditional advertising.
In practice
In a business seminar when discussing effective marketing strategies.
The rules of engagement around building a brand have changed significantly over the past 10 to 15 years. Where companies at one time could spread their message through traditional marketing, consumers now seek an enduring emotional connection with the companies they patronize. The foundation of that connection is the most important characteristic of building a world-class brand: trust. Trust with your people and trust with your customers.
The future of America is not an entitlement. We have been given a treasure chest of gifts and opportunities, but some people are being left behind, and success is not sustainable unless it is shared.
While their service is ending, our responsibility is just beginning!
In life, you can blame a lot of people and you can wallow in self-pity or you can pick yourself up and say listen, I have to be responsible for myself.
When I first discovered in the early 1980s the Italian espresso bars in my trip to Italy, the vision was to re-create that for America - a third place that had not existed before. Starbucks re-created that in America in our own image; a place to go other than home or work. We also created an industry that did not exist: specialty coffee.
Starbucks represents something beyond a cup of coffee.
Thinking about starting a small business? Assume everything will cost twice as much and take twice as long as you think it will.
To me, I would much rather be part of a healthy industry than being the only player in a dead industry.
The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.
Wherever we are seeing something getting used, that to us is an early indicator that there might be something that people want. And then let's figure out how to make that great. And then let's go figure out monetization.
I don't think a true company - one that builds sustainable value - can ever only exist online or remotely.
Merchandising, merchandising, where the real money from the movie is made.
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