Tuesday, February 24, 2009

Learning from Starbucks

Starbucks asked for advice! In order to get a better handle on consumer feedback, Starbucks used social media to start "My Starbucks Idea." The site allows users to submit suggestions to be voted on by Starbucks consumers, and the most poular suggestions are highlighted and reviewed. Starbucks then added an "ideas and action" blog that gives updates to consumers on the status of changes suggested. Wouldn't this be a great thing for our libraries. Ask users for suggestions for the library and then share with them how we responded. Academic and community colleges could put it up on the student pages, public libraries could post it on their website. I love the fact that they follow up with the updates for consumers. How often do we forget to tell our customers what we are doing in response to their requests?

check out the "Starbucks Idea" at http://mystarbucksidea.force.com/ideaHome