The Starbucks Customering Idea Lab
Anyone following marketing or business news has seen that Starbucks is asking their customers to tell them how the coffee retailer can improve itself (from products, customer experience to community involvement). To me it meant starting and facillitating a conversation with your customers, that could drive your business strategy.
So this morning I was asked to visit the site by the barista that handed me my coffee. The barista was even excited about the idea. I said, “Oh great.” as a customary response and she went on to say “Yes, it’s an awesome idea to get customer feedback.” Trying to predict customer service at Starbucks across Chicago is like trying to predict what a teenager suffering from ADD off his/her meds with nine cups of coffee is going to do next. This was a great start.
One of the site’s most impressive pieces is that it seems Starbucks is answering and responding to these requests in real time, and transparently. Just a great example of a big brand that gets the idea of customering and what Phillip Kotler, famous business professor, says below.
Philip Kotler on marketing“Marketing is not the art of finding clever ways to dispose of what you make. It is the art of creating genuine customer value.”
Punch Card System: From the My Starbucks Idea team: We have moved this idea into the review process! Please check our “Ideas in Action” section for updates.
Offer customers a free drink, after purchasing a set number of drinks. Similar to a punch card system or by tracking it thru their Starbucks Card.
- From a customer in Feb. 08
The difference between Venti and Grande SHOULD NOT JUST BE MILK (UNDER REVIEW): I never understand why extra milk is the only difference between Vanti and grande drinks. It is expected that there should be an extra shot!!!!!! Most of people don’t even know this “secret”.
SO, STARBUCKS, IT IS TIME TO ADD THE EXTRA SHOT…
This is cheating….
