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The Towel & The Soap A Customer Service Fable

The Towel & The Soap A Customer Service Fable | Startup Revolution | Scoop.it

The Towel & The Soap A Customer Service Fable
I don't envy the hotel business (the kingdom in today's fable). After 7 years of plenty the hotel business has experienced 7 lean years. They've survived by CUTTING and TRIMMING.

The problem with the sythe is it isn't a very precise instrument. You can't cut your way into our hearts. Winning customer loyalty in a time when anyone with a spare room is in the hotel business thanks to AirBnB means paying attention to the tiniest details that say LOVE and CARE.

Courtyard by Marriott, a great hotel overall, missed on two tiny but important things. Now the question is will they listen and change. Will you?

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Lessons In Love From Starbucks CEO [VIDEO]

Lessons In Love From Starbucks CEO [VIDEO] | Startup Revolution | Scoop.it
Martin (Marty) Smith's insight:

Turning Around Starbucks & Startup Lessons
Starbucks lost its way. The company was hemoraging and their founder brought it back. This clip is from an awesome hour long video iterview with Howard Schultz chock full of great startup lessons such as:

* Share Everything.
* Be transparent, passionate and real.
* Love is the killer app.
* When you share you are VULNERABLE.

* Vulnerable feels bad but is good (and healthy).

* Greatness comes from facing hard things and creating plans.
* Vision isn't a small thing.
* Don't try to change people, surround yourself with believers.

* You can't FAKE love over time.
* When in doubt, keep turning the crank.

That last tip is from Martin's Ride To Cure Cancer, our 3,300 mile bicycle ride across America in the summer of 2010. Riding across America on a bicycle was the hardest adn best thing I've ever done. The key was plain and simple early - keep turning the crank (pedals).

I wrote about my personal vulnerability (having the Big C) on Google Plus:

https://plus.google.com/u/0/102639884404823294558/posts/Hx96PZRDe9i

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Kristine Putt's comment, August 10, 2013 4:24 PM
Is Starbucks in contradiction with "Love is the killer app" by advocating "Bring your gun to Starbucks day?" Does this move pose the question of brand integrity? What do they stand for, love or packing heat? To me, these seem to be conflicting brand personalities. http://mashable.com/2013/08/09/bring-your-gun-starbucks/
Martin (Marty) Smith's comment, August 10, 2013 6:15 PM
My read on the guns at Starbucks is NOT that it is a brand event as much as a brand kidnapping by gun advocates. I don't see guns as consistent with Schultz stands on other issues and the over (what they stand to gain) is so tiny compared to the under (what they stand to lose) it feels like a brand kidnap more than anything Starbucks is behind. If Starbucks is saying Starbucks = support for guns then I stand corrected and your read is correct (DAMAGE). It just felt like a kidnap to me on reading the piece and any brand can be kidnapped at any time by anyone. Most strong brands, and I would put Starbucks in this group, bounce back since the overall truth wins out in the end (despite the kidnap).
Kristine Putt's comment, August 10, 2013 7:06 PM
Yes, you're right. It does sound like a brand "kidnapping." Although, in an effort to protect its own reputation, I'm kind of thinking that it would be wise for Starbucks to "just say no" to this group - meaning, anyone coming in with a gun strapped to their sides would be 86'd. Imagine if something really terrible happened as a result of this "kidnapping" and Starbucks as faced with an upward battle to repair their brand reputation, all of which could have been easily avoided by simply not catering to the gun group. Not being negative, just looking at the possible outcome and weighing the risks. If it were my brand? No way, not a risk worth taking. Having said all this, absolutely love the original philosophy Starbucks was built on! I believe more brands are learning to embrace an empathic business platform. I hope so anyway :)
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New Money: Startup Investment Criteria - via @CrowdFunde

New Money: Startup Investment Criteria - via @CrowdFunde | Startup Revolution | Scoop.it

Don't Ask The Wrong Questions
Statup Investors Often Ask The WRONG Questions in the WRONG ways. Here are examples of GOOD questions to ask startup entrepreneurs:


* How many unique visitors will your site get daily in the first year?

* How many downloads (or sales) will your site make daily?

* What is projected cost of customer acquisition first through third years?

* Where will your website’s traffic come from? Top 3 – 5 sources?

* Who are you disrupting and what is the PageRank PageSpread and number of inbound Links.



Complete list is included in the linked post on CrowdFunde
http://crowdfunde.com/new-money-startup-investment-criteria/


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