So many companies are now using social media to communicate more effectively with their customers - and Starbucks is no exception. I spent some time today on the MyStarbucks Ideas site - which to me looks suspiciously like Dell's Ideastorm concept...but I give Starbucks credit for creating a forum for consumers to share ideas and vote /comment.
In summary the site features allow you to:
- Post an idea (in areas like products, experience and involvement)
- Vote for idea's that you like
- Comment on ideas
Not surprisingly there are a lot if ideas along the lines of "become a coffee house" or "offer free wifi" - but there are also a multitude of interesting ideas for new products, process and customer experiences. Interestingly the top rated idea is to foster conversation at Starbucks and to use new media to drive it...
"Great conversation at Starbucks?(Top rated idea from the MyStarbucks idea site)
One way of doing this would be to use the power of media and wireless new media in particular to foster a sense of conversation about the arts, current events, etc. In other words to stimulate Starbucks patrons that wish to interact as part of a 21st century "cafe society" such as they have in Europe traditionally - people gathering together to discuss the arts, world events and culture.
I've seen some interesting programs in new media that to me would be a great step forward in terms of promoting this kind of engaging conversation. For instance one of the ones that springs to mind is a new online program called "The Alcove with Mark Molaro" which is based in New York. They have wonderful conversations with fascinating world-class guests and it seems to me that this sort of program is the kind of thing that would foster subsequent conversation and community within Starbucks locations.
The key is to provide cultural leadership through media to promote conversation and community within Starbucks locations. That would be a quantum leap in terms of engagement and experience at Starbucks. Thank you. "
