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11. Set your service standard, and then build buy-in with Christine McHugh Author and Ex. VP, Customer Service and Operations Services for Starbucks


As one of the biggest and most well-known brands in the world, Starbucks is on a mission “To inspire and nurture the human spirit - one person, one cup and one neighborhood at a time.” The company’s manifesto invites customers to ‘Expect more than coffee…’; while its approach to business is best summed up as “... performance-driven, through the lens of humanity…” This philosophy has paid dividends across 32,000 stores in 76 countries - but what exactly is the ‘more’ in ‘more than coffee’? A key player in the success of the Starbucks customer experience to date is Christine McHugh, who started out as a barista and finally left the company many years later as the Vice President of Customer Service and Operations. We caught up with Christine about what she’s learned about ‘piping hot’ customer service... Check out Christine's book "From barista to boardroom" if you want to learn more about her time at Starbucks. This podcast is brought to you by AskNicely.

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