Today, I received an email from Starbucks:
You’re welcome. But…it would be nice if you expressed your appreciation by giving me a coupon for a FREE cup of coffee. Don’t get me wrong. I love Starbucks. And I’m already a fan. But, in my humble opinion, if they want me to become a RAVING FAN, they need to apply the “plus one” attitude. Give me MORE than a simple “thank you”.
What do you think? Did Starbucks miss the mark here?
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I believe they did.
Don’t get me wrong… the mention is nice. But they really could have stepped up and done that one little extra thing… and maybe won over some new customers in the process.
What better way to do that than offer an opportunity to sample the merchandise?
Michelle,
I agree. And honestly, it would have cost them very little in the long run. It seems lately that customer service has become a dying art. And with the economy the way it is and the competition in Starbucks market, it would make perfect sense to make that “plus one” effort.
Exactly..it would have cost SB “very little” in the long run. Hey, I don’t expect a Venti Iced Coffee with 2 shots of espresso, 3 pumps of hazelnut…um, ok getting carried away..
However, a Tall “flavor of the day” or perhaps a Tall “regular” coffee – if the customer does not prefer the “FOTD”- would be appreciated by Starbucks customers.
Dunkin’ Donuts gave away a free small iced coffee to Mom’s on Mother’s Day. What a TREAT! My local DD even allowed my hubs and daughter to pick my “freebie” up for me–as he was letting me sleep in. – As rare as free Starbucks…heh
The thank you was nice, but come on, we are in a recession and who doesn’t love something free?
Especially those of us who have made Starbucks, well, “Starbucks”!
SpoiledMom,
You are so right. Dunkin’ knows how to take care of it’s customers. They sell iced coffee for 50 cents on Tuesdays and have free donut days. Starbucks is struggling in their market and now is the time to step up to the plate. They have those loyal customers. Give them something for that loyalty. More than just a free coffee every 6 months.
Starbucks truly dropped the ball here. And, while I’m thinking about it, they should be listening to their customers on Twitter. Let’s see if they find this and comment here.