[REPRINT] When Touchpoints Become Painpoints, it’s Time for a Muda, Mura and Muri Intervention

The Founding Philosophy of The Customer Excellence Agency Founded on the conviction that scientific brilliance only becomes human impact when excellence is engineered into leadership, culture, and experience delivery. This is a philosophy of rigor, responsibility, and reverence for the people science exists to serve.

[FAQs] The Customer Excellence Agency REFERENCE: Clear answers to the most common questions about Customer Excellence Activation, why it matters now, and how it works in practice.

[PRACTICE NOTE] An Outsider’s Perspective, Earned from the Inside REFERENCE: “The Customer Excellence Enterprise: A Playbook for Creating Customers for Life”

CASE-IN-POINT: Recapturing the Mystique: The Starbucks Customer Excellence Series Part 3  REFERENCE: “The Customer Excellence Enterprise: A Playbook for Creating Customers for Life” Commercial (COM) Bold Move #10: Create a New Brand Identity

As often as it is mentioned in business literature, the idea of corporate culture can still seem intangible, amorphous, and even mysterious. Customer Excellence Enterprises have mastered the craft of clearly defining, documenting, and embedding their distinctive cultures at the DNA level through well-crafted culture platforms: * A culture “platform” is the foundation of its identity, embodying the shared values, principles, and practices that guide how it operates and interacts with the world. * Like the DNA of a living organism or the operating system of a computing device, culture platforms define the unique traits and essence of an organization, making it distinct from others. * To remain relevant and effective, a Starbucks culture platform must evolve to bridge the gap between the present and future while preserving authenticity, and timelessness.