Virtual Community

My last few posts have focused on Starbucks as a community. So it makes complete sense that Starbucks has also built up an online community through site such as Facebook, Twitter, LinkedIn, YouTube, Foursquare, Flickr, MySpace, Bebo, Digg and Tumblr.

In addition, Starbucks also has a corporate blog, a Wikipedia page and an iPhone app (which, incidentally, was the first app I downloaded when I turned on my new iPhone 4S).

It’s safe to say that they have covered their bases and are meeting a variety of needs, including community/customer engagement through Facebook and Foursquare, customer service through Twitter, and PR through their blog, YouTube and even their Wikipedia page.

All seem to be the standard ‘We Heart Starbucks’, given that, for the most part, content is driven by them. The exception is Twitter. I guess that is the downside to using such an open forum to hang your dirty laundry. But if this is what the people want…and these days it seems to be what the people want – a quicker, easier, more public way of complaining about poor service. And Starbucks seems more than happy to help address dissatisfaction though this means.

So far, these are your average, run-of-the-mill web 2.0 platforms.

My favorite Starbucks web presence, however, is probably one of the most unique - My Starbucks Idea.  Think about it. What do people want more than anything else these days? To have a voice and to be heard. Have an idea for a new drink? Want to suggest a community service project? This is the place to post it. And once left, you can check the status of “ideas in action”. What a better way to engage your customers and make them feel that their ideas really do matter. The only down side is that you do need to register for an account. While I understand why Starbucks requires this, it would be even more inclusive and user-friendly if you could choose to leave an idea as a “guest”, or access it through your Facebook or Twitter account, which is becoming more and more common these days.  

Overall I think that Starbucks does a great job of building an online community to match the community that it strives to build each day in real life. “A haven, a break from the worries outside, a place where you can meet with friends. It’s about enjoyment at the speed of life – sometimes slow and savored, sometimes faster. Always full of humanity.”

Now if they could just simplify their website. With well over 100 pages (I gave up counting after 170), one could get lost looking for what brought them there and leave before they find it.

Our Neighborhood

“Every store is part of a community, and we take our responsibility to be good neighbors seriously. We want to be invited in wherever we do business. We can be a force for positive action – bringing together our partners, customers, and the community to contribute every day. Now we see that our responsibility – and our potential for good – is even larger. The world is looking to Starbucks to set the new standard, yet again. We will lead.” 

This is the 5^th principle that Starbucks stands behind. So it is no real surprise (to me anyway) that the coffee chain has chosen to team up with Opportunity Finance Network® (OFN) to help create and sustain jobs.

The goal of their “Create Jobs for USA” campaign is to bring people and communities together to create and sustain jobs throughout America.

Talking the Talk and Walking the Walk:

Some may see this as a marketing ploy, and it may be. Regardless, in this case, Starbucks is not just taking credit for their customer’s contributions. To kick off the Create Jobs for USA program, the Starbucks Foundation contributed $5 million.

Starting on November 1, public donations will be accepted at company-operated U.S. Starbucks stores and online at createjobsforUSA.org. For donations of $5 or more, donors will receive an American-made “Indivisible” wristband.

The so-called "Starbucks Experience"

Coffee shops are a dime a dozen these days – found on every street corner, college campus, and gas station. So how in a country where coffee is all but dripping from the tap, is Starbuck’s unique?

Well it’s not…really. This is why over the past few years Starbucks and its CEO, Howard Schultz, have been introducing different ideas to stand out from the crowd.

In 2008 7,100 stores closed for three hours to re-train its staff.

"Over the years we kind of lost our way," said Schultz. The intention of this training, he said, was to “energize its 135,000 employees and provide some barista re-education in the ‘art of espresso’.” 

In 2010, Starbucks began offering free Wi-Fi to its customers, with no registration or account required and no time limit.  

Now in 2011 Starbucks is launching the Starbucks Digital Network (in Partnership with Yahoo!). 

All of this is done with the goal of making Starbucks your choice for the third place - place where you’ll walk in and feel at home (because your barista knows your name and your usual drink), where you can plug in and log on for free.

Do you buy it? 

PR executive, Kenneth D. Makovsky (not connected with Starbucks as far as I could tell) does. “Further, think about the transparency of the strategy from a customer vantage point and the support it likely engendered from many quarters. Most of the time management in similar situations does not publicly acknowledge the problem and would conduct such training sessions in secret. In this case, the president openly announced that things were not what they should be and needed to be improved.” 

Well maybe I am cynical, or maybe I have just settled comfortably into the readings for CS502, but I think this particular example (barista re-education) lacks a bit of authenticity and has a slight smell of gimmick. I mean, what better way to get positive PR and reinvigorate some of your lukewarm customers? The truth is, Starbucks is a company like all others – it employs human beings, and human beings sometimes screw up, regardless of how much training and re-training they receive.

I’m not the only one that doesn’t quite buy it.

There is a lot of chatter online these days about Starbucks lack of follow-through on their “third place” philosophy. The company promotes free Wi-Fi with no time limit. However, what’s happening on the ground is not quite the same.

Many customers in large markets such as NYC have been complaining that stores are blocking the power outlets to cut back on Wi-Fi freeloaders. So basically, you can access free Wi-Fi with no time limit imposed by Starbucks, just by the life of your battery. 

I’m not sure this is the sort of Word of Mouth PR that Starbucks was hoping to garner from their latest ploy; but the people shan’t be stopped! The beauty of the internet – a soapbox to stand on. And thanks to Starbucks themselves, it’s a free soapbox to stand on.

Starbucks. Expect More Than Coffee.

Starbucks.  Expect More Than Coffee.

I probably spend $10-$20 per week on coffee, and not just any coffee, Starbuck’s coffee. I just love coffee and Starbuck’s make’s it so easy. A couple years ago I was given a Starbuck’s gift card for Christmas, and rather than toss it once depleted, I just continued to add to it. $20 here, $40 there. It is just so much easier than scrounging in my purse for cash. Maybe a little too easy.

But not only do I love their coffee, I love their stores, their image and what they stand for.

"To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time."

Doesn't that just make you feel warm and fuzzy inside? Think about it - you've had a long night, a restless sleep, you wake up and what is the first thing you reach for? Well for me, it's coffee. A beautiful, rich, dark cup of coffee. It warms my soul, my human spirit.  One sip and I am a whole new woman. 

(I feel somewhat validated that this was their intention all along. ;) Just kidding.)

But truthfully, their mission statement really says it all – they focus on the coffee, the individual and the community. 

While Starbuck’s is without a doubt a multi-national corporation (that sells more than just coffee), they continue to remind their customers that they too were once the “coffee shop on the corner”, and it is their goal to continue to treat their customers as though they still are. 

In their corporate principles they use words such as “neighborhood gathering place” and “community”, “human connection” and “belonging”. Employees are encouraged to get to know their customer’s names and remember their “usual”. Community events listed on their bulletin board are indeed that, community events. Not some big national drive run by the head office. [Individual --> Connection <-- Neighborhood]. All intended to make the customer feel as though they are walking into their local mom & pop coffee shop. 

Now I know Starbuck’s has endured their share of controversy over the years, but they have spent a great deal of time (and money) combating this controversy and creating a new image. (For the fifth year in a row, Ethisphere Magazine has named Starbucks to the list of the World’s Most Ethical Companies).

Recently the company changed its logo and re-branded all of their products as green – literally and figuratively. Their color of choice is green but their image is also all about being environmentally friendly (and all that this implies).

As a coffee addict lover, I would say that there are two types of coffee drinkers in this world: those who know good coffee and those who think Dunkin Donuts is good coffee (that’s a whole other blog!). Starbuck’s certainly does have a reputation as expensive coffee. Frankly, I am not sure Starbuck’s is concerned with dispelling this myth. Starbuck’s concern is with quality, not quantity and therefore their target audience is people who are interested in how good the cup of coffee is (and how it makes them feel), rather than how much it costs.

Coffee Break

Like a lot of people, I have a wall that I tend to hit around 3pm most days. With the beautiful weather now here, I try and get out of the (frigid) office and go for a walk. My walks generally take me in the same direction - toward my favourite coffee shop, Blue State Coffee. Today I found myself on such a walk and ordering my afternoon treat, a latte, double sugar with a generous shake of cocoa powder.

Today it was not lost on me the special attention that the barista's a Blue State pay to their product.

A Celebration of Paul Newman's Hole in the Wall Camps

Last night 3,000 people gathered to celebrate the life and legacy of Paul Newman. An extraordinary man, Paul Newman touched the lives of millions, not only through his acting, but more importantly, through his philanthropy.

Last night we celebrated the success of one of his many endeavours, Hole in the Wall Camps.

To hear more about it and the Association of Hole in the Wall Camps, and to listen to some of the celebrity entertainment, visit the links below.

The Early Show with Julia Roberts and Dexter Darden – June 8
Access Hollywood Online
ET Online

Cherry Blossom Festival