Customer Reviews for

Onward: How Starbucks Fought for Its Life without Losing Its Soul

Average Rating 3.5
( 115 )
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(25)

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(10)

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Most Helpful Favorable Review

15 out of 18 people found this review helpful.

Why you cannot rest on your laurels...

I worked for the company 10 years ago and to this day I still tell people that it was one of the best companies I have EVER worked for. I left before the economy went sour but I continue to be a Starbucks customer to this day. There is a chapter where Howard mentions th...
I worked for the company 10 years ago and to this day I still tell people that it was one of the best companies I have EVER worked for. I left before the economy went sour but I continue to be a Starbucks customer to this day. There is a chapter where Howard mentions that the atmosphere of Starbucks had changed and what they did to turn things around. This should be a lesson to heads of business everywhere. Part of the reason why Starbucks is such a powerful brand is that it constantly monitors how customers and staff react to changes. This book may have limited appeal to people who aren't familiar with Howard Schultz, but it should be very interesting to entrepreneurs and CEOs who find themselves in a rut and could use some inspiration to navigate their business.

posted by TheAurickle on March 29, 2011

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Most Helpful Critical Review

1 out of 84 people found this review helpful.

What has he really done??

As I'm sure the book paints a wonderful picture and a great story, starbucks needs to go back to the basics of customer service. My wife was recently racially/verbally AND physically assaulted by an employee on duty in uniform AND it was caught on tape and Starbucks did...
As I'm sure the book paints a wonderful picture and a great story, starbucks needs to go back to the basics of customer service. My wife was recently racially/verbally AND physically assaulted by an employee on duty in uniform AND it was caught on tape and Starbucks did absolutely nothing. Not even an apology and we are talking about this having supposedly been run up the ladder. Books/words are one thing. Actions are another. Why not tell how customer service really means nothing to Starbucks and what does matter is the $5 they charge for a $1 cup of coffee. Keep ignoring your employees assaulting your customers and you will soon have to charge $20 a cup to keep the sales up from losing so many customers. No kidding- not even an "im sorry" from the company or employee. You think I believe anything in this book??? Hope its in the fiction section.....thats where it belongs....

posted by DOGYA on March 29, 2011

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  • Anonymous

    Posted October 28, 2012

    Good read

    Very interesting and informative

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