In November, as the crowds of caffeinated holiday shoppers began to swell, Starbucks baristas received a corporate edict: slow down. Going forward, they were to make only one drink at a time, no matter how many customers were waiting in line. According to sources, Starbucks customers were complaining that the company had “reduced the fine art of coffee making to a mechanized process with all the romance of an assembly line.” In addition to slowing down, baristas were told to steam milk for one drink at a time instead of a preparing an entire pitcher of steamed milk.
Really good article! Here at Dydacomp, we believe in the value of customer feedback and have tried to incorporate it into the eCommerce features on the products we sell. I will definitely share this article with our clients to help them manage the feedback they receive! Thanks
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9 Ways to Squeeze the Most Value From Customer Feedback
Posted by: Jeff Zabin and Jim Nail January 14, 2011 05:00 AMIn November, as the crowds of caffeinated holiday shoppers began to swell, Starbucks baristas received a corporate edict: slow down. Going forward, they were to make only one drink at a time, no matter how many customers were waiting in line. According to sources, Starbucks customers were complaining that the company had “reduced the fine art of coffee making to a mechanized process with all the romance of an assembly line.” In addition to slowing down, baristas were told to steam milk for one drink at a time instead of a preparing an entire pitcher of steamed milk.