Customers Rock!

A blog about customers, their experiences, and how businesses can make sure their customer experiences rock!

Posts Tagged ‘Jackie Huba’

The Coffee Experience: Free Coffee at Starbucks

Posted by Becky Carroll on April 8, 2008

 Hat tip to Jay Ehret for this one.  If you have been reading Customers Rock! for awhile, you know that Jay and I are jointly working on a project to see if Starbucks is able to re-invent their customer experience.  (You can go to the Categories list in my sidebar to see all posts on this.)  One of the key areas is, well, the coffee itself.  People have said that Starbucks doesn’t even smell like coffee anymore when you walk in.

Today, Starbucks is hoping to raise their image to change that.  They are introducing their new Pike’s Place Roast, and as part of the introduction, they are giving away free Short (8 oz.) cups today, April 8, at US-based Starbucks cafes.  This is coffee made with their new process, fresh ground beans, brewed at least every 30 minutes.  From their press release:

Customers Spoke.  Starbucks Listened.
The new Pike Place Roast™ was artfully created by Starbucks master blenders and roasters using input from customers and baristas to achieve a bold taste and smooth finish.  Nearly 1,000 customers spent almost 1,500 hours providing input on what’s important to them in a cup of coffee.

“It was an exciting opportunity to find the right roast that would produce the flavor customers told us they wanted in a daily coffee,” said Andrew Linnemann, Starbucks master coffee blender. “We heard our customers and we were determined to deliver the consistent high-quality cup that they expect every time they walk into one of our stores.”

According to some of the discussion at MyStarbucksIdea around offering a sample size of beverages, Starbucks will already give you a sample of a drink for free so you can see if you like it.  Plus, they are standing by their new mantra that a drink should be to your liking, or they will remake it for you, free.  So what is up with the “free” Pikes Place Roast today?

I agree with Jay on this one: they are most likely trying to build some Word of Mouth around their new blend, bringing attention to themselves and their re-focus on coffee.  Good for them for getting the word out.  Now let’s see if it works! 

Go check it out, and let us know what you think about this “celebration of Pikes Place Market”.  Is the customer experience enhanced with the aroma of fresh coffee?  Does it taste better?  While you are having your coffee, go online and learn more about Word of Mouth by joining Ben McConnell and Jackie Huba’s  Society for Word of Mouth (or SWOM).  I did, and it looks to be a great resource!

(Photo credit: muha04)

Posted in Marketing, Starbucks Project | Tagged: , , , , , , , | 7 Comments »

Giving Thanks

Posted by Becky Carroll on November 21, 2007

dscn1715-small.jpg As America gets ready for our annual Thanksgiving holidays, our thoughts turn to what we are thankful for. 

Be thankful for your customers  Without them, you wouldn’t have a business!  Take a minute, right now, and let two or three of your best customers know you are thankful for them (without trying to up-sell or cross-sell them).  You can write a thank-you note (here are some suggestions from Jackie Huba at Church of the Customer).  You can call them.  Just let them know they are important to you!

Be thankful for your employees  Many of them are your company’s face to the customer.  As I mentioned in the story about my Disney World experience, employees who are empowered and who feel great about where they work can turn that into positive experiences for customers.  It will ultimately also help with employee retention (for other thoughts on making a difference from employees, see these ideas from Lori Deschene at BNET).  Let your employees know they matter to you!

Be thankful for your business network  We often meet many, many people and collect many more business cards, but have we stopped and thanked these folks for how they help us?   Valeria Maltoni of Conversation Agent has a great post on how to make the most of your network (hint: don’t do it for what you will get back!).  Let  your contacts know you value their relationship!

I am very thankful for all of you, my Customers Rock! readers.  Without you, I would be talking to myself!  Thank you so much for your support and loyalty.

Now to all my American friends: Happy Thanksgiving!  And to the rest of you, think about what you are thankful for.

Related Posts

Thanking Others (expressing thanks)

Customer Language (using the preferred communication methods of customers)

(Photo taken by me at Disney World, EPCOT at the end of the Test Track attraction.)

Posted in B2B Marketing, Customer loyalty, Customer service, Customer strategy, Marketing | Tagged: , , , , , | 4 Comments »