Perhaps have seen the latest Starbucks offer (it prints out on your receipt if you visit Starbucks in the morning). If you buy something before 2pm in-store, you can return after 2pm to buy any type of medium iced drink for $2. This can be a fairly compelling offer, so I stopped to think about what they are getting from this deal and how customers benefit.
Were you wondering how Starbucks was going to survive their competition’s barrage of ads and low prices? One
Have you ever noticed what employees say in front of customers? Let’s take retail stores as an example. I’d guess nearly half of all the retail experiences I have include employees talking about something you don’t want customers hearing, or talking in a way that is negative, excludes or ignores customers. I do give Starbucks credit for hiring people that are
I'm in love…with the social networking platform Ning.com. I've been a member of online communities built on this platform (like SWOM), but now I appreciate how easy this platform really is to use. And it’s cheap. (Free, actually, if you are willing to let it include ads.) Yesterday I created an online network for a local school--for parents and teachers--in
Recently, Starbucks closed all of it’s locations on the same night (Feb. 26) to conduct employee training. It even made the evening news (must have been a slow news night). What were the results? I haven’t seen it in the store. I can often cause the barista’s to pause with my special order. (Special orders being the focus of
Companies that customers love are forgiven even when mistakes are made (look at JetBlue.) I’ve had these experiences myself. Have you? Do you know that restoring a relationship after a problem can grow an even more loyal customer than one who never had any trouble with your company at all? It’s true. You’ve read on this blog about my love of Costco.
Today while I was at Starbucks I went looking for their bottles of peppermint syrup. Last winter I bought it as a gift for my husband who loves peppermint hot chocolate (and he was thrilled). So I wanted to repeat the gift because it tastes so good. I couldn't find it on the shelves and was about to leave when I
Ah the ever important message: see through the eyes of your customer, not your own eyes. This is very important because often we filter things based on our own preferences, viewpoint, biases, etc. Several times this week I've seen examples of a retail store person speaking to me in a way that might make sense to them, but actually doesn't create a good customer experience. Opportunities
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