Dr. Joseph Michelli is author of the book The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary (which I liked to much that I sent it to every one of my client stations when it first came out).
He recently saw Garth in concert and shares his customer experience lessons in this motivational podcast.
2. Practice humility.
3. Copy greatness but sing it your way.
4. Give them more than they bargained for.
I think Michelli even missed another one: at the same time he was doing those things he was helping to (5.) make the world a better place by raising big money for a great cause.