Starbucks Shows How To Listen To Your Customers Online
Hundreds of coffee-obsessed consumers chimed in moments after Starbucks Corp. launched a Web site asking customers to pitch changes the company should make to revive its struggling U.S. business.
And they’ve kept those thoughts coming, by the thousands: Create a punch-card system with a free drink after so many purchases. Give people a free cup of birthday joe or discounts for using their own mugs. Let customers forgo long lines by ordering their usual with the swipe of a card when they walk in the door.
Starbucks is promoting MyStarbucksIdea on its main corporate home page and with counter cards in stores that say “Have an idea for us?” on one side and the Web address on the back.
Part corporate blog, MyStarbucksIdea also has the feel of an online social network. Though users can’t link up over e-mail or post profiles of themselves, the comments they post often read like friendly conversations — with people complimenting one another on their ideas or elaborating when comments about their posts make them feel misunderstood.
Other such initiatives by companies include IdeaStorm from Dell. [Via]
Filed under: Ideas & Innovations