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That's how criminals are siphoning money away from victims.They break into a victim's Starbucks account online, add a new gift card, transfer funds over -- and repeat the process every time the original card reloads.The content-mapping exercise alone had such value, though, that I focus on it to give you a tool you can use right away.Paula and Kevin kicked off this exercise by breaking us into teams.The customer had been told by the employee that the Starbucks branch was out of cup carriers, and was refused when offering her own because it was a ‘health code violation’.

He had just stopped by a Starbucks in Sugar Land, Texas and paid with his phone app.

‘I was less than understanding and my manner was curt. The thought of leaving a trail of unkindness like that is not the path I want to reflect. You are a young man, clearly working hard to build a fortune and you should be commended. Stay hopeful no matter what kind of people cross your path (or drive thru). You taught this ole lady something yesterday about kindness, compassion & staying humble. The barista, Reddit user Circle Addict, explained that rude customers are something he experiences on a daily basis – but he always manages to keep his calm.

He said: ‘One thing I’ve really experienced in customer service is misplaced anger and frustration.

I recently attended a workshop in which we created a customer-journey map for content planning. You bother because doing so helps you answer the perennial question, What content shall we create?

Before doing this exercise, I had only a fuzzy notion of what a customer-journey content map might look like, how to make one, and why anyone would bother. Let me back up to clarify the term “customer journey.” In this exercise, we didn’t talk about the customer journey in the way that marketers typically see it: a journey through a funnel’s ever-narrowing phases – awareness, consideration, preference, and (kerplunk!


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