How Starbucks Has Gone Digital. Two Starbucks executives — chief digital officer Adam Brotman and CIO Curt Garner — explain how they work closely together to deliver the giant coffee company’s customer-centered approach to technology. Starbucks Coffee Company has become almost as well known for its free Wi-Fi as for its coffee. The $13.3 billion company provides a model of melding a physical retail operation with digital channels. It has more than 34 million Facebook likes and more than 3.6 million Twitter followers, and does well at using social media and mobile technology to build better relationships with its customers. It is also in the vanguard of companies with a chief digital officer, having named Adam Brotman (@adambrotman) to that post in March 2012. The two of you were promoted to CDO and CIO in March 2012.
Adam Brotman: We’ve made a lot of payment-related improvements to the customer experience — mobile payments, payments beyond our own app — and expanded that globally. How To Create Facebook Community Guidelines. By Becky Johns on Jun 07, 2011 Facebook fan pages have emerged as a universal lifeline to customers. The number of brands sharing news, addressing customer service issues or fostering discussion in these passionate communities is growing rapidly.
With the amazing conversations Facebook creates, there are some inherent risks. Creating a set of “house rules” will encourage productive participation by users and grow a transparent community. Small fan page communities may only need a few simple rules, while larger brands and regulated industries may have more detailed guidelines. Most Facebook fan page conversations, good or bad, are constructive. Begin with the Basics 1. 2. 3. 4. 5. Remember, fan pages are public, so posts there aren’t guarded by the same posting privacy you’re used to on your personal page. Identifying Problem Content There are several types of content that are commonly addressed in community guidelines. Community Management or Page Administration Examples. Hsieh of Zappos Takes Happiness Seriously. STANFORD GRADUATE SCHOOL OF BUSINESS —Tony Hsieh, CEO of fast-growing online shoe and apparel retailer Zappos.com, takes happiness seriously.
There's surprise free overnight shipping upgrades for VIP customers, and a corporate face so friendly that lonely people are known to telephone Zappos' corporate call center at all hours just to talk (the longest phone conversation so far lasted eight hours.) Hsieh is such a rockstar that he has 1.7 million followers on his Twitter site and the retailer has landed more than once on Fortune magazine's annual 100 Best Companies to Work For list.
Two Zappos fans even got married at the business' Henderson, Nev., offices earlier this year; there's a video of the upbeat ceremony on the company's website. Since taking over as CEO, Hsieh has vowed to do whatever it takes to keep his employees, customers, and vendors happy — even if it might not seem to make the best business sense — because his strategy leads to profits in the end. Online Database of Social Media Policies. Online Social Media Principles. Countless conversations take place online about every day, and we want our Company’s more than 100,000 associates in more than 200 countries to join those conversations, represent our Company, and share the optimistic and positive spirits of our brands. These Social Media Principles should guide your participation in social media, both personally as well as when you are acting in an official capacity on behalf of the Company.
It is critical we always remember who we are –the world’s largest beverage company, refreshing consumers with more than 500 sparkling and still brands – and what our Company’s role is in the social media community – to inspire moments of optimism and happiness and build our brands. The same considerations that apply to our messaging and communications in traditional media still apply in the online social media space, including on what you might consider “internal” platforms. Have fun, but be smart. When acting as an official Company spokesperson, we expect you to: Organizing for Content: Models to Incorporate Content Strategy and ...