InnovationCreation

This last May I wrote about my experiences with Starbucks' "Get more of what you love with a Starbucks Card" campaign (my post). I believe they have gotten this straightened out now. When I order a soy mocha, I don't need to remind the barista that my card is registered and they don't have to figure out how to process the card. Order, converse with barista, pay, done.

However, there is one part of this campaign that does still irks me ... This campaign is not accepted at all Starbucks. Huh? What do you mean not all Starbucks? Aren't all Starbucks alike? No and here's the rub.

There are Starbucks that are what I call "company" stores. They are Startbucks stores owned and operated by Starbucks. These stores are in the vast majority that people see. Then there are those that are "fake" Starbucks. They look, taste, and smell like any other Starbucks. Except they don't have to accept all the same promotional campaigns that Starbucks as a corporation is running. For example, the Starbucks in the Indianapolis Airport or the Starbucks in the Las Vegas Convention Center are not "real" Starbucks.

True, the employees dress and act like Starbucks employees. They have the same products and marketing material. They both even take the Starbucks store card! But that airport or convention center Starbucks do not participate in the "Get more of what you love with a Starbucks Card" campaign. I don't know why and I really do not care. What irks me is that Starbucks has me so trained on their brand that when that brand fails me I feel miffed, let down, abandoned.

Abandoned? Ok, this may sound a bit harsh. But those "fake" Starbucks are ruining the Starbucks brand: I have come to expect a certain level of service, consistency, process, and taste with what I order (tall decafe soy mocha, extra hot). I am a regular. That regularity is reinforced with my Starbucks card and my actions to register it (registering it gets me free soy milk, knocking off $0.40 each drink). When that regularity is disrupted then that causes me to feel like I have been cut off, shown to the door, not part of the culture. When I order a tall decafe soy mocha, I expect to have the price of the soy removed. And when that does not happen I will, on the next order, now have to monitor the drink making process. This requires my time and attention that I really would prefer to spend elsewhere.

So if you are thinking about brands and how to allow those brands to be licensed out / franchised, insure the plan includes education of the impact of drifting from that brand and what could happen to the revenue. Don't make licensing / franchising your brand result in a flesh burn for your customers.

Labels: coffee, culture, information, marketing, product, risk, starbucks, trends

It is way better to get a "Yes" or a "No" from a client or customer than it is to get a maybe. I personally have been on both sides of this and understand the issue of making a decision and trying to avoid risk.

In my current roll I am helping bring new ways to make information sharable and available via podcasts (SwineCast being an example). This is a "new" way to share stories; "new" in the sense that technology (sharing of content via RSS feeds, time shifted conversations via podcasts) is making it easier to produce a show and share it widely.

So when I heard (I use Audible to listen to books) this bit from Seth Godin's Small is the New Big about getting people to say yes or no, not maybe, I was all behind what he shared. It is better to get a yes or a no than a maybe. Think about those times when you suggested an idea and a "decision" maker said "maybe". Think about those times when you asked someone out and they responded with a "maybe" answer ("I'm busy this week" or "I have a lot of things to do").

Here is the short clip (about 10 min) from Small is the New Big that talks about one of Seth's sales people working to get a senior leader to step forward and make a decision.

So step up, be bold, get out there, make a decision!

Double click Play button below to listen to audio on line.



To download an MP3 version to your desktop, right click on link below and save to your local computer.
Short Seth Godin: "Small is the New Big" audio clip.

Labels: marketing, risk, startup