One of my previous posts discusses one of the ways in which Starbucks' focus on customer-centricity can go awry. This article shows a great customer experience turn-around. We know that almost all companies in the food and beverage industry focus on the customers' wants and needs. They welcome comments and questions that, in some cases, get no response. This particular incident shows a customer who is willing to take that chance in contacting a Starbucks district manager. In order to be a customer-centric company, you have to actively listen and, more importantly, respond to customers' concerns.