Your customers are smarter than you
Starbucks is the second company (after Dell) to use a really great implementation of IdeaStorm to encourage customers to share their ideas, feedback, and criticism. They do it well, and it's genuine.
In the few months since they launched MyStarbucksIdea.com they received more than 30,000 posts.
The big customer idea that got everyone talking was an "Splash Stick" that keeps your coffee from spilling while you walk back to the office.
This week they've gotten press from BusinessWeek, USA Today, and a zillion blog posts. Why is that significant? Because Starbucks makes little innovations every day that nobody notices. But when ideas come from real people, everyone gets excited.
Lesson: How can you invite your customers to brainstorm with you, publicly and genuinely.
(Thanks to Evette for the tip.)
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Michelle Riggen-Ransom said... (Jun 20, 2008 8:50:32 AM)
While I am all for listening to your customers, about the last thing the world needs is another superfluous, mass-produced piece of plastic. How about Starbucks filling the cups a little less full? Or customers walking less jauntily? Or making something out of, I dunno, recycled paper?
I applaud Starbucks their efforts for using social media to connect with their customers, but there needs to be more thought given to how ideas are implemented, especially at the corporate level.
At least the sticks are green in color.