When we change our frame of reference, when we inject new thinking, when we question current assumptions and world views, when we cast a new vision, anything is possible, including creating completely new customer experiences.
When Howard Schultz was overseas in Europe and saw how cafes were central to Europeans’ days, he was able to craft a new vision. That vision was not to open up a coffee shop, but to create a third place in our daily lives. We have home, we have work and today we have Starbucks because anything is possible.