My Starbucks has slow service and they are going to improve. How do I know this? They’ve posted it right next to where I pick up my drink. They seem to be posting the results, each month, of the local customer satisfaction cards for everyone, including their employees to see. They aren’t shy about this feedback either. I learned yesterday the Starbucks down the road “puts out stale food that isn’t fit to be sold!”
What does a manager have to do to tell them to work faster… show them what the people paying them had to say. Starbucks was clearly ahead of the curve when they were one of the first companies to employee the mystarbucksidea.com concept and this, IMO, is the next logical step.
They need to arm their local outlets with the same sort of tools to connect with customers, publish their feedback, and respond. Enter the “hyperlocal ideation” age. It’s only a matter of time before they will want software to manage this process once this concept proves popular. Heck, every star bucks I go to already has a big-screen that could show this information.
Combine the data from cards, online surveys, a group created for that branch, foursquare tips, etc and you can get an idea of the type of BI that a local manager could soon be armed with to improve business.