If you don't have passion for your product, why should your customers?

2. PassionPassion
the indefinable
something that creates
and builds interest and
excitement on the part
of the customer.

3. Customer interest and
excitement are built when
frontline staff members are
passionate about your product.

4. Passionate staff
members not only
sell products, but
have a magnetically
positive impact
when it comes to
turning customers
into future
employees and
brand fans.

5. How do you induce
passion to your staff
members?
Training
Corporate rituals
Immersive employee
experience
Aligned strategies
for product
excellence

6. How do you induce
passion to your staff
members?
Training
Corporate rituals
Immersive employee
experience
Aligned strategies
for product
excellence

7. Effective staff growth and
development often follows
a 70 / 20 / 10 approach.

8. On-the-job experience
Hands-on practice
70 20 10

9. Result of feedback
Mentorship from peers,
learning coach, store
management
70 20 10

10. 70 20 10
ONLINE MODULARIZED
CURRICULUM

11. How do you induce
passion to your staff
members?
Training
Corporate rituals
Immersive employee
experience
Aligned strategies
for product
excellence

12. Corporate rituals
CRE ATE COM M ON BOND
I NSP I RE COM M I TM E NT A ND I NNOVATI ON
BU I LD A N I NTE GRATE D A ND E F F E CTI VE CU LTU RE

13. CELEBRATION COMMUNICATION
C O F F E E T A S T I N G R I T U A L
I c a n ’ t t e l l y o u a l l h o w h u m b l i n g
i t i s t o b e o n t h i s s t a g e . . .
K n o w i n g a l l t h e w o r k a n d c a r e
a n d l o v e t h a t w e n t i n t o t h i s
c o f f e e t h a t n o w s i t s i n y o u r
h a n d … .
F r o m 1 0 , 0 0 0 m a n a g e r s ,
2 0 0 H o u s t o n p a r t n e r s w h o
d e l i v e r e d t h e i r c o f f e e t o y o u ,
a n d t h e s e n i o r m a n a g e m e n t f r o m
a r o u n d t h e w o r l d .
“
”D u b h a y

14. CELEBRATION COMMUNICATION
D u b h a y
I N G R A I N s c o f f e e ’ s c e n t r a l i t y i n
t h e w a y t h i n g s a r e d o n e
t h r o u g h o u t t h e c o m p a n y
C O F F E E T A S T I N G R I T U A L

15. CELEBRATION COMMUNICATION
Rather than focusing on
the “how” and “what” of
the product,
leaders listen for and
share stories that help
connect partners to coffee
farmers and the journey
that coffee takes before it
is served.
Storytelling RITUAL

16. CELEBRATION COMMUNICATION
C O S T A R I C A S T O R Y

17. CELEBRATION COMMUNICATION
We are what we
repeatedly do.
Excellence is not an act
but a habit.
“
”

18. CELEBRATION COMMUNICATION
We are what we
repeatedly do.
Excellence is not an act
but a habit.
“
”
Facilitating emotional
connections?
Sense of community?
Product passion
excellence?

19. Share stories
that will help
connect your
people to the
nuances of
your products
OR special
aspects of
the customer
journey.

20. How do you induce
passion to your staff
members?
Training
Corporate rituals
Immersive employee
experience
Aligned strategies
for product
excellence

22. How do you induce
passion to your staff
members?
Training
Corporate rituals
Immersive employee
experience
Aligned strategies
for product
excellence

23. Rewards are
double-edged swords.

24. Starbucks Title designation
empowers them to be a
brand advocate who has
deeper appreciation of the
product’s complexities.

25. “Themanager who hiredme was
a coffeemaster,and whenever
he talked aboutthe product,
therewas justlove and
passion whichhe infused into
me.”