Customer service bloggers talk a great deal about connecting with customers and people have said that Starbucks CEO Howard Shultz should join the conversation by starting a blog. I think John Johansen makes an interesting point in his post, Coffee and Conversation With Starbucks:
"As CEO he can effectively use his blog to broadcast what's happening on a corporate level but he's not going to be an interesting conversationalist for the people that want to know why ~their~ Starbucks doesn't meet their expectations."
In the case of Starbucks, where customers do come to sit down and converse, why not start a conversation while they're in the store? The Starbucks I've enjoyed visiting in the past had employees who were great conversation starters. Valeria Maltoni said it well:"That's why it is increasingly important not to delay having that conversation with people while they are handing you the money, this moment."
Maria, thanks for including me in your discussion about Starbucks. It is a fascinating case study, even more so with their new My Starbucks Idea site as a way to really listen to what customers are asking for.
Posted by: John Johansen | March 25, 2008 9:21 PM | Permalink to Comment