Bringing Passion to Starbucks, Travelocity

Two companies are trying to take employee engagement and customer service to new levels. Your small business can learn a lot from them

On Monday, Jan. 7, Starbucks (SBUX) Chairman Howard Schultz returned (, 1/7/08) to a position he hadn't occupied since 2000—chief executive officer of the coffee giant. On his return, Schultz was blunt, telling analysts the company had lost sight of its mission and would rededicate itself to "laser-like focus on the customer experience."

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