Brands are fragile. Everything we do and say strengthens or undermines the reputation of our brand in the marketplace. It’s not just everything we do and say that influences our business and our brand reputation. Everything our staff do and say has... Howard Schulz, CEO of Starbucks sent a memo to his 190,000 employees on Monday. The gist of what he wrote is this: How employees interact with and react to their customers makes a difference in the lives of their customers and how customers’ experience... 