Starbucks

LANDSCAPE

With massive growth, Howard Schultz (CEO) and team realized it was losing the local coffee shop feel that built its success. Additionally, customer service was suffering across the country as the brand continued to expand locations. 

INSIGHT

People are passionate about their caffeine and have a relationship with their coffee. It's not transactional. Make the experience personal again. Make big seem small. 

GROWTH

My Starbucks Idea used the principles of crowdsourcing for customer satisfaction and innovation. Simplicity of use and transparency of communication on the site made consumers feel like an "insider" again. 

  • The platform had tremendous success over the last decade. It was the source for ideas such as: Cake Pops, Hazelnut Macchiato, free Wi-Fi to name a few, K-Cups, mobile phone payments, the skinny mocha, sugar-free syrups, and a free drink with the purchase of a reusable cup.
  • At the five-year anniversary of the site launch (2013), it had generated more than 150,000 ideas and the company had implemented 277 of those suggestions.

YOU KNOW WHAT YOU WANT. TELL US.

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