Friday, April 4, 2008

Feedback 2.0

Here is a good example of a brand encouraging its customers to ‘put down their wishes & ideas’ & share the ideas with a like minded and passionate community. These are further filtered by the community & the most needed & workable solutions are put on the implementation route. Simple!

So how is this different from the regular “feedback form” which all of us have an option to fill. Very different indeed! The brand here is creating trust and a bond with its community of users by just being open and alive to customer responses, as against secretly analyzing feedback within its dark office cabins and implementing only what it wants to do. The intention to listen attentively to the customer is the key. I also believe that the willingness to put the “action being taken” upfront is a great way to show that they care.

While it appears that the guys at Starbucks are generating some great ideas and trying to implement them for the consumers’ benefit, what they are really additionally generating is a lot of positive spin around the brand and a database of truly passionate Starbucks customers. The campaign also highlights Starbucks willingness to listen to its key constituent – the customer.

Very simple but awesome viral thought. Visit My Starbucks Idea.


Anonymous said...

No wonder starbucks is a hot brand. Do you have any post implentation reports.

Anonymous said...

Isnt it too simple to be true. By the way, it seems restricted to US. In Singapore I did not see this in action.

Anonymous said...
This comment has been removed by a blog administrator.