Starbucks trials Open Innovation

Hot news: Starbucks has gone all Open Innovation on us. Not quite, but it’s not a bad first attempt.

Following the success of Dell’s IdeaStorm, Starbucks has launched its very own open innovation platform called MyStarbucksIdeas, using Salesforces formidable software. Coffee sales are truly dwindling, so to combat this Starbucks has launched the service which gives customers the opportunity to logon and give them new ideas on how to improve their products, services and business operation.

The site (platform) is well designed though it would benefit from displaying the most rated ideas on the home page. Interface design aside, the thing that most disappoints me is how Starbucks appear to have forgotten to say thank you to participants for their great ideas by giving them a reward of sorts. I took the time to read through their terms and conditions, and here’s what I found:

The submission of your Idea to Starbucks is entirely voluntary, non-confidential, gratuitous, and non-committal. You understand that Starbucks may be working on the same or a similar Idea, that it may already know of such Idea from other sources, that it may simply wish to develop this (or a similar Idea) on its own or it may have taken/will take some other action.

So much for two-way dialogue, this feels like one-way traffic to me. I for one will be watching the progress of this platform with interest, not least because I think my idea that they should offer more coffee in smaller cups (figure that) is genius!

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You’re currently reading “Starbucks trials Open Innovation,” an entry on dub

Published:: 04.03.08 / 11am

Category:: word-of-mouth

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Ask yourself, do you really know what your customers want, or what they are thinking, or are you second-guessing?

joyce

04.10.08 / 8am

A big gripe about Starbucks stores is the music is TOO loud. I have written in the past regarding this matter at a particular location i.e. the store at Andrew Jackson Parkwy and Lebanon Rd., Hermitage, TN. The volume was lower for maybe a day and then it was right back up there. There is no way a person can carry on a conversation with a tablemate because of this. We have stopped meeting friends for coffee because of his. And, too, the employees talk at full volume. The customers don’t care about what time they get off work, what they did last night, etc. We are there for a few minutes of stress relief which is am impossibility due to the loud music and the employees. There is no way to talk on a cell phone even outside because the speakers outside are blaringly loud. Maybe if someone in the corporate office would visit various locations incognito they would see why the customer base is declining. Thanks.

ty lilly

04.14.08 / 12am

I think they should still do punch cards towards free drinks.

debra langevin

04.15.08 / 9am

I am an absolute addict of starbucks,since have gastric bypass a year ago i need to get lots of protien and liquids, but i could not tolerate everything i tried. My Husband came home one day with a Decaf-sugar free iced mocha with non-fat milk, I scooped my protien powder in it , and hear we are 1 year later…Starbucks saved me!!!!!!I do this 2 x a day…The workers at starbucks at Penn station NYC are like our best friends we don’t even have to give our order, its waiting for us!!!
My only request is more sugar free pastry options, you know have no sugar added banana bread thanks

Those vocal Starbucks' customers | Stephen Cribbett's blog

04.15.08 / 3pm

[…] A strange thing is happening over at my company blog. I recently posted on a new open innovation platform that Starbucks was trialling. Its aim (the platform, not my blog!) was to encourage their customers to share their ideas about how they would improve Starbucks, the experience, its service etc etc. What we found happening is that their customer have seen our blog and are now telling us what they think of Starbucks and what they’d do if they were put in charge. Take a look here. […]

d r smith

05.12.08 / 2pm

I love starbucks coffee but in the lats few mounts starbucks have chang the way that they despentens there suger for there coffee I use to be able to get my coffee then go put mt cream & suger in my coffee & then be on my way now they are starting to get rid of all the suger pot’s that u can pour your suger into your coffee now thet gust give u one choice of suger’s that are indivaly packet what I feel are not veay eviromently friendly because it takes tree’s to make those packet & they are make a bigger mess this is why I have stopped going to the star buck recently

kelly

06.21.08 / 11am

I love starbucks and i go pretty much about every-day. Last summer starbucks served an orange cream coffee cake, it was amazing. but starbucks stopped selling it and people said it was a seasonal treat, so i waited and waited until next summer but my treat didnt come.

dub

Starbucks trials Open Innovation

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