All you have to do is listen
If you haven’t heard by now Starbucks has announced a cool new way to interact with its customers and what a brilliant idea. It shows a real commitment to listen to your customers.
Jeff Jarvis points out correctly that the auto industry, airlines and others should have done this five years ago. I’ll add another industry that should have: the media.
Jarvis is right when he says that out of the conversation created by Starbucks through Salesforce.com will come some measurement of consensus.
What an incredible wealth of information, ideas — and caring — from customers. All you have to do is listen.
The key now is the follow-up. What will Starbucks change based on the feedback? At least they are listening, which is more than a lot of other companies out there.
I don’t understand why companies aren’t falling over themselves to at least offer their customers this opportunity. Too often, it’s because they’re scared of what their own customers will say.
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