My Starbucks Idea Brews Customer Feedback at Starbucks
Starbucks Corporation is an international coffee and coffeehouse chain based in Seattle, Washington, United States. Starbucks is the largest coffeehouse company in the world, with 16,120 stores in 49 countries, including around 11,000 in the United States, followed by nearly 1,000 in Canada and more than 800 in Japan. The company culture focuses on customers and what they have to say. And here Starbucks faced the challenge: how to shape conversations with customers, partners and employees from all over the world, and capture the best ideas. The company decided to take its customer oriented culture online - build an online community that would allow it to engage with customers in a dynamic way. To implement this decision Starbucks required community management tools to track and implement the best ideas. Starbucks decided to implement Salesforce CRM Ideas application to harness the energy of online communities to drive brand perceptions and gain key customer insights. Salesforce CRM Ideas provides connect with employees, customers, and partners in a constructive dialogue. Salesforce CRM Ideas actively engages users by letting them vote on the top ideas. It bubbles the best ideas to the top, so it’s easy to put them into action that drives innovation. Salesforce CRM Ideas provides an easy transition to project management to help the company act on the top ideas from the community. Salesforce CRM Ideas also provides a unique environment to shape brand perceptions. This approach makes it easy to create a personalized, interactive experience that gets everyone involved and gives the community a unique voice. Finally, Salesforce CRM Ideas dives an ability to roll out multiple communities at the same time. And they’re all accessible within the same tab, so it’s easy to view, manage, and report on them. Powered by Salesforce CRM Ideas functionality Starbucks launched My Starbucks Idea website within six weeks. The...
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