How can Starbucks turn the customer-created culture into a long-term advantage?
How can Starbucks turn the customer-created culture into a long-term advantage?
Question by apple.pie12: How can Starbucks turn the customer-created culture into a long-term advantage?
How can Starbucks turn the customer-created culture into a long-term advantage? What are the pros and cons to follow the culture created by the customers?
Best answer:
Answer by Jason M
The pro of a customer-created culture is that your ability to assess what your customer needs and wants is substantially more transparent. You can engage their desires more directly.
The con of a customer-created culture is that customers are notorious for wanting things without paying for them. In the hands of your customers, your business might suffer in the long term as satisfying all of their needs might not actually be worthwhile.
The key to being successful with a customer-created culture is to not actually allow the customer to “create” the culture, rather simply to “inspire” it. What this means is that you should set up forums for customers to offer suggestions, offer advice, and let their preferences become more transparent. As an example, isn’t it amazing how Starbucks always has a set of pre-made bakery items that they have to warm up for you anyways? As long as the customer has to wait, why not give the customer more options and make the final product on the fly? This is an example of letting the customer’s insight drive the business. Ultimately though the business needs to have some judgement and authority over which customer needs they will choose to satisfy as not all are worth satisfying.
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