« Career Advice from a Comic Book? Meet Johnny Bunko | Main | Why Corporate Social Media is Difficult to Do »

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d8341c03bb53ef00e550ea6a138834

Listed below are links to weblogs that reference Customer Service is the Conduit Through Which Direct Brand Conversations Happen:

» How and When Should Starbucks Join the Conversation? from CustomersAreAlways
The Starbucks conversation has been a great case study for us customer service and marketing bloggers and I just realized that I havent updated The Starbucks Project post with links. However, if youll visit Valeria Maltonis post, C... [Read More]

Comments

@John - I added your post, thank you for pointing it out. Ah, finally someone who says it simply. Yes, I stopped going to Starbucks when the nice tables and chairs disappeared and the loud music came in.

@Becky - yes, I picked up the post by Ben McConnell at Church of the Customer. I think everyone will be tuned in to see if they follow through. Putting up a suggestion box and then ignoring the suggestions would draw even more criticism.

Thanks for jumping into the Starbucks conversation, Valeria! I noticed in their latest communication that Starbucks has an idea site for customers to share ideas. Sounds good. Stronger interaction and engagement with customers can help pull them out of this slump, as it will bring back the experience customers want to have, not the one that Starbucks wants to give them.

Rock on, Valeria!

This was a discussion that I dipped my toe into last month as well. (Click on my name for the post)

Starbucks has grown by offering more than coffe, they offered a place to get together. When they try to remove that from their business model, no amount of training or press releases will bring people back.

The comments to this entry are closed.

Subscribe

Enter your email address:

Delivered by FeedBurner

Advisory Boards


As seen on

Social

Marketing that makes business sense


Conversations


Book Reviews


Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.

Disclaimer

  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.

© Valeria Maltoni


  • This work is protected by copyright. It may be quoted and excerpted. Beyond a sentence or two, you should ask for permission before publication.

  • Conversation AgentTM

  • © 2006-2014 Valeria Maltoni.