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» 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]


@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.

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