Bismillahir Rahmanir Raheem..
Welcome to my third post!
Let me introduce the topic for today with this original words from the lecturer:
This week’s activity requires you to select an organisation (your choice) and to identify and discuss some of the major benefits and value levers associated with implementing Enterprise 2.0.
Next, let me introduce the organization I choose to complete this mission:
This delicious coffee is made by the organization I want to use for today's post. I'm sure you all know already :)
Starbucks was first found in Seattle, Washington in 1971. With more than 20,000 stores in 62 countries, Starbucks becomes the largest coffeehouse company in the world.
The organizational functions of McKinsey value levers 2012 I will use for Starbucks is the Customer Service. This function can be implemented by providing customer care via social technologies.
Because the Customer Service function is focusing on the use of social technologies more than the physical one to engage with the customer, the part that I want to touch from the body of Starbucks is the website called MY STARBUCKS IDEA .
When you visit this website, you will directly know the purpose Starbucks want to achieve. "My Starbucks Idea" gains ideas from the customers for their further product development, whether from the coffee type, new food and beverages, new locations, and other ideas that come from the customers themselves.
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| You can see it clearly that all of these ideas are FROM THE CUSTOMERS |
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| These are also from the customer who are currently giving their ideas to Starbucks |
"My Starbucks Idea" also put some categories in order to group the customers ideas into products , experience , and involvement. I think by categorizing the ideas, customers will not get confused or feel too complicated when seeing or sharing their ideas.
The last feature from this website that I found interesting is that they convince the customers that their ideas are really worth for them by displaying which ideas are under review, reviewed, coming soon, and launched. With this, customers will always keep their track towards this website, therefore they may get engaged with this organization.
Well, my fellow readers, that's all that I can share with you in today's post.
The following is a brief summary of what I am talking about:
Starbucks, the largest coffeehouse company in the world has been known for its friendly and customer-oriented services that makes it success and expands the store in more than 60 countries around the world.
According to the function of Customer Service from the McKinsey value levers 2012, Starbucks embraces its customer more by involving them to share ideas for their development. They do this brilliant innovation by creating a website called "My Starbucks Idea" as a platform between the customers and the company.
I hope you will find this useful. It will be amazing if you can give me some comments or any suggestions so I can improve my blogging skill :)
Cheers
Della
References:
http://mystarbucksidea.force.com
http://en.wikipedia.org/wiki/Starbucks
Starbucks is a good example of enterprises using social technology to add value to their business, although I might argue that "My Starbucks idea" is more an example of product co-development as some of the ideas of products/services generated from this site are incorporated by Starbucks.
ReplyDeletewww.chiugookoli.wordpress.com
Thanks for the comments! :D
DeleteYes I agree with you that this also can be implemented to the product development function, but I'm focusing more on how they really care about the customers' demand, so they can enjoy their coffee as they want it to be. But I'm so agree with you,thanks for reminding :D
Thanks Della.. I enjoyed reading your post, Starbucks is a great organization to choose, it's one of the biggest and most successful companies in the world. I loved how they published the customers suggestions and openions so they can share it, it make them feel that thier opinion matters ! Not like other companies thats only receives emails (that may or may not read it) and rarely do something about it. They also have a mobile application that allows the customers to locate the nearest starbucks and to show them the menu with every detail including how many callories each drink choice have. I think it would be better if they made an option that allows the customers to creat new flavours and drinks and post it so the others can vote for thier favorite drink so the make it ( like weekly or monthly drink).
ReplyDeleteHi Dan!
DeleteI'm so glad that you enjoyed my post :D
wow I didn't know about the mobile application, especially the calorie counters. I guess I made the right choice of a company!
About your idea, I agree with you. With this, starbucks can get more idea for their product, and also a stronger relationship to their customers, right?
anyway, thanks for commenting!