In 2008, the company started mystarbucksidea.com, a social media site designed to solicit ideas and feedback from its customers. The site was built around four key themes:
• Sharing: Community members can post their ideas for Starbucks products, services, community contributions, or changes in operations.
• Voting: Anyone can create an electronic suggestion box. One of the things that makes mystarbucksidea.com special is that members can vote on the ideas. This helps the company prioritize ideas that are most likely to be attractive to its customers.
• Discussing: In addition to voting, members can provide feedback by commenting on the ideas of others. Designated “idea partners” (company employees) participate in these discussions, answer questions, and provide insights.
• Seeing: Community members can track an idea’s progress toward implementation. A running tally of the votes (thumbs up or thumbs down) is displayed next to each entry. Next, ideas are tagged by the company with one of four status icons: “under review”, “reviewed”, “in the works”, and “launched.” This feedback helps demonstrate responsiveness.
In 2008, the company started mystarbucksidea.com, a social media site designed to solicit ideas and feedback from its customers. The site was built around four key themes:• Sharing: Community members can post their ideas for Starbucks products, services, community contributions, or changes in operations.• Voting: Anyone can create an electronic suggestion box. One of the things that makes mystarbucksidea.com special is that members can vote on the ideas. This helps the company prioritize ideas that are most likely to be attractive to its customers.• Discussing: In addition to voting, members can provide feedback by commenting on the ideas of others. Designated “idea partners” (company employees) participate in these discussions, answer questions, and provide insights.• Seeing: Community members can track an idea’s progress toward implementation. A running tally of the votes (thumbs up or thumbs down) is displayed next to each entry. Next, ideas are tagged by the company with one of four status icons: “under review”, “reviewed”, “in the works”, and “launched.” This feedback helps demonstrate responsiveness.
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