When Customers Vote

This is actually very clever… it looks and feels like it’s built on Salesforce.com Ideas.

A new coffee blend is scheduled for an April debut, and a Web site, www.mystarbucksidea.com, will allow customers to submit ideas to the company and to vote on them.

[From Starbucks CEO sees economic tailspin | Reuters]

Sprint was running their new advertising in heavy rotation on Jericho last night featuring CEO Dan Hesse saying stuff like how a simple flat rate billing plan was awesome and if you have ideas for how to improve the mobile company then email them to dan@sprint.com. The problem is that this is a cheap advertising stunt, the company acknowledged that it’s not his real email address and more to the point, they don’t make public what people want anyways so maybe this is just some autoresponder that pings every schmuck who takes the time to write in about all the things Sprint could be doing better. As I was watching the commercial I was thinking of all the things I could write in about, but what’s the point? It really doesn’t matter because for Sprint it’s just lip service.

Thumbs up to Starbucks and back into the penalty box for Sprint.

In the end I wish more companies would just do this:


5 thoughts on When Customers Vote

  1. Neat little site powered by a powerful SaaS Platform. (There is a logo on the bottom of the page on the site.)

  2. duh, I coulda looked at the domain name as well!

    Oh well, at least I did guess correctly.

  3. What do you think about tools like this potentially creating inflated expecations with customers in terms of response? Creating an easy way for customers to voice their opinions is one thing (I guess the CRM app is already proving buggy); getting an F500 company to implement them is another. Never mind the case where you get conflicting customer requests or ridiculous demands.

    I’m leaning towards more is always better in terms of providing customers channels to communicate and addressing issues directly before they emerge on third-party blogs. But sounds like it could get tricky fast.

  4. I generally believe that all of these systems are gimmicks unless the company quickly turns around ideas to actions and does it in a transparent manner.

  5. @Rod, this is definitely something to watch for.

    A community of IBM Lotus’s business partners built a really cool site at http://ideajam.net . Very active, good ideas being generated and discussed. Some of the product groups at Lotus are engaged, some are not. But the main issue is, with a product as big and as mass-market as Lotus Notes, IBM can’t even take a tenth of of these ideas and execute on them. I am definitely concerned about mis-set expectations.

Comments are closed