Happy Customers

You should never under estimate the benefit of making your customers happy. There is a reason why Apple is able to convert so many people into fanboys and that reason is they go above and beyond in order to make their customers happy.

Just this morning I had to pop into the Apple store as my remote that we use for the Apple TV refused to go up. All of the other buttons on the remote worked fine and I had a feeling that it may be something to do with my daughter getting some gunk in the remote but I figured I'd have someone take a look at it before I forked over another $20 to get a new one.

My total time spent in the Apple store was less than 10 minutes. I was able to talk to a Genius about what the problem was and he asked me one question "how long ago did you buy the remote" to which I responded over a year ago. He said "okay" went and got me a new remote and sent me on my way. I didn't have to argue with him or fill out a ton of forms in order to get my new remote.

Think about that whenever you are interacting with your customers. What can you do to remove any impediments that are preventing them from enjoying or using your product. You may pass up a short term gain but you are building a long term relationship which will greatly benefit you.

Some ways that I can think to make your customers happy are:

• Release quality
• Don't break things that used to work
• Take constructive criticism seriously and work to turn those folks into fans of your product
• But don't feed the trolls. It is a waste of your time.
• Be available to answer questions

Discuss....

Starbucks Ticked at Kraft

Apparently Starbucks is very ticked off at Kraft foods right now.  Starbucks entered into a 13 year agreement with Kraft to push their coffee out into grocery stores and other venues.  To say the partnership hasn't been a success is a bit of an understatement.  Sales of their instant coffee, Via, in grocery stores seems to be tanking.  See the picture left for an example of how my local grocery store is slashing the price (over 50%) of Via to move the product off it's shelves.

In addition to that Starbuck's is missing out on the single serve coffee bonanza that is currently going on.  Since Starbucks is only available on the Tassimo (3% market share) coffee maker it is unavailable to the majority of single serve coffee makers as the Keurig brand controls about 70% of the market.

As much as I enjoy Starbucks coffee the availability of many different k-cups for the Keurig was the tipping point when we were deciding what single server coffee maker we would get at Christmas.

Tim Hortons Closing 36 Stores....In America

Tim Hortons is closing 36 stores in New England.  I must admit when I originally read that headline on that story I was confused as I've never seen a Tim Hortons close here in Canada.

Wine and Beer to be Offered at Starbucks?

Starbucks is mulling over offering alcohol in it's stores. They are doing a test drive with one of their newer stores in Seattle. I for one would prefer to keep my pretentious coffee drinkers separate from my pretentious wine drinkers.

How Coffee Affects the Global Economy via Mint.com

Personal Finance Software - Mint.com

Starbucks Raising Prices

As was warned a couple of weeks ago coffee prices are going up. Starbucks is following along with this trend.

Expect More Starbucks Products in Your Local Grocery Store

Buoyed by the success of Via instant coffee Starbucks will continue to push it's product into grocery stores.

More News on Starbucks Mobile Payment Program

Starbucks is expanding their mobile payment program to even more stores. Personally, this can't come fast enough for me. Anything that reduces the size of my Costanza wallet.

How to Make Money on Free Wifi

As I mentioned yesterday, some coffee houses are cutting off their free wifi offers. So, how does Starbucks plan to make money from the free wifi they now offer in all their stores? Well Mashable answers that question by shedding light on the upcoming Starbucks Digital Network which will be providing exclusive and premium content.

Free WiFi Killing Coffee Culture?

Now that Starbucks is providing free wifi to all some coffee shops are cutting back or cutting off their wifi offers.  Shop owners are saying that it detracts from the coffee house ambiance.

What do you think, are you more likely or less likely to visit a coffee house that offers free wifi?

Coffee Prices Going Up

Expect to pay more soon for your morning cup of coffee.  The JM Smucker Corp has raised the prices on their Folgers, Dunkin' Donuts and Millstone brands.  Expect other companies to follow suit soon.

Free Coffee from Borders and Seattle's Best

Borders and Seattle's Best Coffee are teaming up to offer you a free cup of coffee.  All you have to do is download the Borders eReader app to your mobile device and then show it to the barista at any Seattle's Best Coffee cafe inside Borders and they will give you a free small coffee.  

That's an interesting use of  your mobile device as a coupon generator.

French Press Instructions from Stumptown Coffee Roasters

Some great instructions on how to make French Press coffee from Stumptown Coffee Roasters. I hear really great things about Stumptown and I'd love to get out to Portland some day to try them out.

Free Wi-Fi Begins Today at Starbucks

Starbucks has given Canadians a Canada Day present as free one click wi-fi is rolled out in Canadian and American stores today.

Free Cup of Coffee from Starbucks

Fill out this pledge form and get a free cup of coffee from Starbucks. Basically Starbucks wants you to pledge to doing something to help the environment and they will give you a free cup of coffee. All it will cost you is your email address.

Starbucks Cup Competition Results

As previously reported Starbucks was running a contest to get ideas from customers on how to reduce their dependence on paper cups. Well the results are now in and the winner of the contest wasn't a cup that uses less materials, rather it was an idea. Specifically, bring your own cup to Starbucks. The Karma Cup idea rewards every 10th person who brings their own cup into Starbucks.

Free WiFi is Coming to Starbucks

Starbucks has announced that free wifi service is coming to all stores starting July 1st. Of course this is in the USA only. No word as to if or when this will be available in Canada.

Design Cup, Win $10,000

Starbucks is sponsoring a contest in which you design the next generation of disposable coffee cups. The grand prize is $10,000 and the top 5 runner ups will split $10,000 among themselves. The interesting thing about the contest is that you get to keep your intellectual property. Your cup design stays yours.

Coffee Wars Redux

Well it looks like Starbucks is attacking McDonald's foray into the coffee slinging business by suppling other fast food restaurants with their discount coffee brand Seattle's Best Coffee. Expect to see SBC showing up at Burger King and Subway. CNN debates whether or not this is a good move by Starbucks.

Use Your iPhone to Pay at 1,000 Starbucks

From Mashable: The myStarbucks iPhone app can now be used to pay for your order at Starbucks locations embedded in Target all over the USA. No word yet on when this app will be available in Canada.