Customer experience management is relevant to some degree for all market-creating innovations, but it is critical to the success of inseparable services because customers visit the service “factory”and directly experience what occurs there. Starbucks’ success, for example, depends on an excellent product (functional), a pleasing physical environment (mechanical) and service-minded employees (the human component). To implement its core strategy, Starbucks must excel in managing all the categories of customer experience clues.