[CX Tribe] 11 May 2021: Starbucks Unlimited Customisation + Startups CX benchmark

[CX Tribe] 11 May 2021: Starbucks Unlimited Customisation + Startups CX benchmark

Picture of Adam Ramshaw
Adam Ramshaw
Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

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I never dreamed about success, I worked for it.

Estee Lauder, as in Estee Lauder Cosmetics.

Let’s get to work then.

[Customer Focus]
Starbucks calls customized orders ‘heart’ of customer experience after barista’s viral post [Link]

In this news report we learn just how specific some people want their coffee. 

While the post pokes a little good natured fun at the extremely detailed “delivery specifications” some folks have for their daily cup of joe ☕, it prompts an important question:

How much customisation is too much customisation?

For Starbucks, at least, allowing customers to customize to any level is part of their brand promise. Of course, at the other end of the spectrum is Ford’s famous: “any colour as long as it’s black”.

Neither is necessarily right for your business. Contrary to popular belief, the right answer is not always at the Starbucks end of the spectrum. 

It depends entirely how your organisation is seeking to compete. 

So don’t assume you have to be Starbucks 2.0 to be successful. A more Ford like response might be the right approach for your company’s customer experience.

[Net Promoter]
The Best Practice Net Promoter ®  Roll-Out Process [Link]

This post describes a practical and tested approach which is applicable, not just to NPS, but any Voice of the Customer process.

While survey design is where most people start when launching a new VoC process, it’s better to get to grips with change management and customer journeys first.

best practice nps

[CX Benchmarks]
Startups CX benchmark report 2020 [Full Report]

There is less data here than the title promises (🙄) but it does provide a good summary of how high growth organisations approach and automate support ticket management in a way that drives superior business growth.

[Journey Mapping]
The Do’s and Don’ts of User Journey Mapping [Link]

Jeff Link over at BuiltIn provides a useful step by step guide to user journey mapping.