My RSS Feed is dedicated to customer service and Has Just Posted the Following:
The Starbucks conversation has been a great case study for us customer service and marketing bloggers and I just realized that I haven't updated
The Starbucks Project post with links. However, if you'll visit Valeria Maltoni's post,
Customer Service is the Conduit Through Which Direct Brand Conversations Happen, you'll find a list of people who have joined the conversation. Actually, the beauty of the internet is that you could simply do a "Starbucks" blog search and find that there are many, many people chiming in with their thoughts about this coffee giant!
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."
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