Howard Schultz build Starbucks into a successful company. In 2000, he decided to hand over the responsibility to a successor and took on the role of the Chairman.
But under the new leadership, Starbucks seemed to be running into a problem.
This compelled Schultz returned to Starbucks as its CEO, in 2008.
The first thing he did was create an app that asked customers how they thought the coffeehouses could be improved. The company consolidated the top 10 responses and put them to a consumer vote. Then it implemented the top five fixes. The process engaged customers in the turnaround and helped restore revenue growth.
Lesson for us:
1. When customers have good experience, they will give repeat business.
2. To improve customer experiences involve them, by seeking their suggestions.
3. Implement the best suggestion/s.
4. Since the suggestions has come from them, they are likely to give it a thumb-up.
4 This is a near zero-cost way of getting suggestions for winning customers hearts.