I have been participating on MyStarbucksIdea.com since the very beginning. I watched it go live before my very eyes at the 2008 annual meeting of Starbucks shareholders. I watched Chris Bruzzo introduce it to the world, and Howard beaming about it. Here we are roughly 3 years and 2 months later, and I wonder if it is still useful. I hate writing things like this, but it’s amazing to me how the ideas that are “new” on MyStarbucksIdea now are repeats of ideas suggested about 38 months ago.
I just saw someone create a thread to suggest a drip express line. I guarantee you that if you dig into the 2008 ideas by browsing the “top all time” tab or using a search box, you can find this kind of idea with a 2008 date: here’s an example.
I still find MyStarbucksIdea highly entertaining, but whether or not it is really >useful< is another question.
Back in 2009, I wrote a long commentary on MSI, and my thoughts then still seem true to me now too. It feels like nothing has changed. Please read this:
What do YOU think of MyStarbucksIdea.com? Has it stood the test of time? Do I need someone to give me a fresh look on it? I realize that the overwhelming majority of my readers lurk but if you have some thoughts on MSI, please tell me. It would be okay if you tell me that three years of MSI has left Melody feeling burnt out.
((Edit on May 14, 2011 – I’m sorry to make such a large edit but I think I should make it clear that MANY of my articles here have, in some way, been inspired by MyStarbucksIdea.com. For example I’ve written about a drain at the condiment station to pour out your coffee (already in use at a few Seattle Starbucks), the mobile Starbucks truck, and I noticed how popular threads on MSI have been for the mocha coconut Frappuccino, and wrote Should Starbucks Bring Back the Mocha Coconut Frappuccino article about one year ago. When I wrote about the Kyoto Japan city card, I commented how popular the request for city cards has been at MSI. I have a now-dated article called the Four Common Pitfalls of MyStarbucksRewards which also gained its inspiration from reading MyStarbucksIdea.com. That article is a year old and looking back, now item #2 and #4 from the “Four Common Pitfalls” still seem the most relevant. I realize I can’t stop reading MSI – It IS a great source of inspiration for this blog!))
MyStarbucksIdea THEN:
MyStarbucksIdea NOW:
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I think in theory it’s still a great idea! I do feel that is has not gotten the necessary upkeep over the years. I also joined within the first week it was introduced and I can see the lack of attention as compared to a year ago or more (mostly more). I can see how it would be difficult to keep threads/ideas grouped without any repeats, with so many users and so many ideas already posted. I know nothing about maintaining or creating anything like that, so I don’t know how easy or hard it is to moderate an idea platform like that.
I find myself visiting MSI less often than I have and posting even less (most users seem to pounce on the thumbs down button anymore). Overall,it does have it merits still, and I hope they don’t completely do away with it…just give it some TLC! 🙂
If I had anything to say, Hayley pretty much summed it up for me. I will only add that perhaps they should give up on just the idea concept, and come up with a Starbucks Blog that incorporates more than just ideas. Most ideas are repeats, and it seems to have more of a blog feel with the lack of any original ideas. The longer it exists in it’s current state, the more I view it as a failure. It has become very lackluster and at times resembles a Circus.
I stayed away for a while and didn’t miss it. I have come back and have limited my participation. I have expressed my feelings at msi that I really don’t care for many of the ideas, because I don’t want to see any more changes that ideas bring. Personally – I would rather see Starbucks go backwards these day’s than forwards. I don’t like ideas that will turn Starbucks into a place I no longer enjoy. I already am seeing this happen, and I am not liking it.
I think MSI has a dual problem. First, most ideas are not going to be that innovative and will often be repeated (particularly true in that people tend to want to type out their idea instead of tag along on someone else’s even if it is the exact same idea). So you have what I’ll call the “general Starbucks population” coming to the site to post their idea without any real attention being paid to any past comments, fitting it into existing threads, etc.
Second, you have the population like you, me, Dad Cooks, denise r, etc. that formed a “community” on the site. MSI is not a community site. The Starbucks community site is/was V2V. MSI does not bode or fit as a community. It’s really an idea repository. Adding things like top comments, etc. attempted to make it a community, but what you got was some bad behavior being rewarded and a small group of frequent contributors. But did that generate ideas? Probably not, just built a very small community.
Perhaps a revamp and merging the V2V and MSI sites would help make it more of a community. You could see volunteer activities in your area as well as the posts and ideas that are coming from your area. (ex: “oh wow, denise r is in Chicago too and she likes the idea of bringing back bold…i’ll send her a dm”) If you find a local connection, it could make the site a bit stickier for more people and may actually generate more ideas because more people would be connecting with one another.
I do give them credit for trying though. And I will say that my company took notice and tried to make an MSI for the Company. The marketing people even knew who “Melody” was! 😉
I don’t find MSI to be useful anymore. I’m sure you’ve noticed that I’m on there much less now and that’s the big reason why. That and it’s full of spammers, and not much is done about it. Needs more moderation.
Melody, I lost interest in MSI very quickly.
First of all I found it rather clumsy to navigate and mostly I found it to be chock full of repetitious unimaginative ideas. I t seemed to turn rather quickly into a general “complaint” department rather than the launching pad for some creative minds as I believe it was intended.
Frankly, the last time I even glanced at MSI was when you posted an idea that you had mentioned in one of your postings.
I really cannot add anything to what others have posted. I too hardly go there anymore and find the posts very outdated and sometimes rude. I wish it was better moderated. I find your blog of much more value and the community here so much better. If I were reviewing the effectiveness of MSI, I would say either revamp it or get rid of it.
I used to go to MSI a lot more than I do now. I think it’s great that its a platform where everyone can express their frustrations and ideas with Starbucks but I wish there was someway for Starbucks to delete or combine posts that talk about the same exact thing. Like for instance when the new frapps came out last year, there were way too many posts talking about the same thing. And I feel like especially in the last year, it has become more of a bitchfest than anything else.
wow! I think I agree with everything that everyone has said!!! I, too, am on msi less frequently. I don’t want it to disappear, just be improved. I do feel a ‘part of it’ but not like I did in the beginning.
The need for more genuine moderation is huge I think. NOT just run-thrus of canned responses. AND, remove the “down” vote, I think that would help. Having both an up and a down vote makes the ‘total’ essentially useless. And, by ALL means, eliminate the damn LEADERBOARD!!! We were aksed, we said, overwhelmingly: yes, remove it. So, what did they do? revamped it into the totally MEANINGLESS mess that is is now. How, how can anyone from Sbux think that anyone who NEVER has posted an idea and/or a comment can be on the “leaderboard”. ???? HOW can that be? and yet, it is. So, it’s become especially meaningless and non-sensical now, to me.
I do know that H.S. feels very proud about msi (in his own words on 4/12/11). But I don’t think he has a sense of its reality today. I guess it was inevitable that so many purely ‘spammers’ would find it….. but then, remove them! which would require more moderation. And of course, the ideas would get repeated, over and over. Originally, it seemed, as I remember, mostly a huge outcry against PPR and then the non-b.o.d. policy. now, it’s everything from the kitchen sink, it seems. (or whatever that phrase is) And the one-liners and one-worders……remove them!
This is a huge topic Melody. I have to come back for my second round later!
Also, the “report abuse” button, I have found totally useless. I can use it for the most vulgar “idea” and the “idea” remains until I email a mod. Oprah has several various places to comment. Her sites “report abuse” button gets a response from someone at Harpo almost immediately. I don’t expect msi to be that big or powerful but then, eliminate the button!
I agree with chgo. I would rather see Sbux going backward, as opposed to where it seems (mostly) to be headed.
i’m sure it was somehow me but my ”’comment” ended up all in an order I didn’t think I ‘submitted’ it in. but, it’s all there.
All the comments are so on target! And I agree that I would like to see Sbux going backward. Too many coals in the fire as I see it and I believe they have lost sight of so many things- one big thing is customer service! It goes up and down for sure.
I really loved how it looked before. I hardly ever go on there anymore. Everything is voted down just for fun and it makes the whole process pointless. People either want to start fights because they are bored or else they are jealous they didn’t think of the idea. Then on the other hand some people just spam the board with rubbish that has nothing to do with Starbucks just so they can hopefully have one single post that makes it. The ‘idea’ and ‘passion’ to make Starbucks better FOR EVERYONE is just gone, I really don’t think anyone ‘gets it’ anymore.. Sad really..
Great comments here. I too would love to see more moderation and less capricious moderation. I find it frustrating to see whole threads of nasty, personalized conversation, that doesn’t engage the original topic, and it’s not deleted when the “report abuse” function is used.
I also think the down vote should go. It kills the spirit of newbies who think they have a great idea, only to be pounced on with down votes.
Oh and the leaderboard, that’s been a problem for a long time,,,
I think one thing that has changed over the past few years is that there are a lot more business proposal ideas on MSI than ever before. Every Tom, Dick and Harry thinks that he has the best new product or service for Starbucks. And it seems like now, Starbucks Customer Service even refers those people to MSI to make an “idea” thread which is always met with a ton of down votes. I don’t remember that being such a problem in 2008 or 2009. I think there used to be a way for a business to submit a proposal to Starbucks without MSI.
Melody never really thought about the business ideas increasing on MSI, but you are so correct. One of the reasons I hardly go to MSI is because I feel it has become a bulletin board for advertising one’s business not just to get SB to embrace it. I also find that any new promotions, etc. are actually more current on your blog than MSI since the moderators do not seem to keep on top of things. Is Cecile still the main moderator?
Melody!
I see on MSI that you have a badge next to your name that says “Idea Launched.” What was your idea that made it to a launch?
I agree with basically all of the comments posted. I’ve been on MSI a lot, but I only posted an idea a few months ago. So many ideas are repeated—I tried to search through them all to make sure I wasn’t posting a duplicate. It seems more productive to unite behind one already-submitted idea than spread out “thumbs up” over several identical topics. And it definitely is kind of a mood-killer to finally post an idea and have several thumbs down. Melody, I like your idea of losing the thumbs down all together.
Moderation definitely needs to be worked on. I’ve noticed so many rude comments and comments that have nothing to do with Starbucks or the suggested topic. It’s a shame! I think it’s a great idea, but it needs some work still.
I expect a company’s websites to improve as the years pass, MSI has really gotten worse.
Starbucks obviously does not really care about MSI beginning with they contracted with the wrong company (Salesforce) for accomplishing what they say they want to accomplish. Next, and this is the real heart of their true lack of commitment, Starbucks is unwilling to allocate the personnel to moderate MSI 24/7/365 (366).
I find it hard to limit myself and not get into a rant, so for now I’ll just recommend that folks take a look at a company that is far more successful at representing their customers to their customers customers (confused yet 😉 ) in this modern day and age of social media.
The company is Get Satisfaction (if I messed up the link code it is Get Satisfaction at getsatisfaction.com). I have no connection with this company and have not received any renumeration for mentioning them. There may be better out there, but it only took me a few searches in the right places to find them. Their list of clients is relpete with companies you associate with customer responsiveness. You will also note that Salesforce is a partner; that is significant, Starbucks thinks they have hired a “front-end” in Salesforce when in reality they have hired a small supporting wheel in a big machine without having a prime mover like Get Satisfaction.
There is so very much wrong with MSI. With each “improvement” that they think they are making it becomes a poorer reflection of what Starbucks Quality should be.
MSI does not just need a remodel, it needs a complete teardown and start from new. As I suggested on MSI awhile ago, it is time for Starbucks to declare victory and move on to a real sincere customer communication site.
There is really nothing I can add to what has been said… MSI has unfortunately lost the focus of what it wanted to be. And in fact in many cases it’s turned into a clicquish sandbox.
I can’t wade through the noise to make a positive contribution.
Starbucks can do better.
Denise – I too don’t particularly enjoy reading a string of canned responses from moderators. I guess that has come about because of the duplication of ideas going on – causing duplication of moderator answers. It is really interesting to see everyone’s responses in this thread.
@CD – V2V is gone. It’s been replaced by a partner-only community website. Somewhere I have a blog post on that in the archives. They’re left with their main customer-based community websites being Facebook pages, twitter, and you-tube, but not one of their own original design. I have to wonder if Starbucks underestimates “community.” Maybe a lot of people do. I like using this site, MSI, and twitter to find others who are hard core about the brand, but I can name tons of examples on twitter where partners boast their title in a profile but don’t follow very many and don’t use it as a place to connect. What a shame. Community sites should be inherently social. I’m thinking outloud a bit here, but MSI doesn’t provide the right kind of place for social chatter – The comments should not be overtaken by private conversations, and there is no way to DM someone. Maybe there is part of the problem. It’s not a community. Though I’m still thinking this through. Nothing I write is set in stone in my mind!
@Zombarista – MSI never tells you what they give you a lightbulb for. I assume that mine was for coming up with the idea of having enhanced profiles. ?? I think I lobbied for that very early on, and it did happen. To be honest, I’m not really sure. Though when you see tomorrow’s blog article here at StarbucksMelody, it will suggest a reason that I could have a lightbulb. 😉 😉
Face it Melody! You got that lightbulb because you’re a bright individual!
*Awww shucks!* Flattery goes right to my head! Well, tomorrow’s blog post will definitely have that I’ve “launched” an idea! 😉
I hope I can offer a fresh perspective. I’m not a Starbucks partner (thought hope to be someday) and I haven’t spent the amount of time many of you have on MSI.
I ran the Army Strong marketing campaign and having a large marketing budget everyone had ideas on how to help me spend our money. To cut down on phone calls and emails we created a portal much like MSI (http://www.armysuggestions.com), however, ours isn’t open to the public. There are advantages and disadvantages to that but I’m going to stick to MSI.
First, there are advantages to having the same idea submitted year after year. Things change, what didn’t work last year might be a great idea this year.
Second, what I believe the site needs is organization. As someone who hasn’t used it much, which I imagine is common for many who are not partners, I noticed that there is no easy way to sort through ideas. For example, if I click on coffee in product ideas the list comes up in one format. I can’t sort by votes, #s of comments, date, etc.
Third, add a tag cloud or trending list. I find on many sites this helps aid search, especially when there so many words that may be commonplace to partners but not as much to customers. In addition, it help generate interest in a topic someone might not have even been thinking about.
Fourth, find a way to add some personality to this…videos for example. I haven’t seen any suggestions that had a link to them. We ran a program called Straight From Iraq and had people submit questions and we posted video responses from Soldiers in Iraq. It was hugely successful. Many people (especially the millennial generation) prefer to consume media via video vs. reading. If they are willing to generate the content and post to youtube then give them a way to share it.
Fifth, as we evaluate ideas submitted to the site I mentioned above we evaluated them against our strategies, objectives, mission, etc. You want to reduce “bad” ideas then make the submitters identify how this idea supports an objective of the company. Due to competition this might need to be an area that is only available to partners.
Finally, make it fun. Partners and customers are more likely to return to the site if they enjoy the time they spend there.
On a different note…thank Mel for introducing me to your blog!!
Hi Melody, I am one of your lurkers. 🙂 I too wish there was better and more moderation on the site. We’ve asked for it, and we’re just not getting it. I understand the SSC partners have “real” jobs, but why have the site if you’re just going to let it go all to hell?
@Dave Lee: thanx so much for your input! I think you should know tho, I think most of the posters on MSI are customers, more than partners…altho there are both.
Thanx again for your ideas and input!
Hi Dave! That is awesome input! And I love the idea of a “trending” tag on MSI. That’s what should be in place of that silly leaderboard! And by the way, thank you for your service. I have a deep appreciation for our volunteer forces – I enlisted at the age of 18 and 4 years later honorably discharged from the Air Force, and I just feel that more people should serve. It’s one of my little things. It did me a lot of good, and ultimately brought me to Washington State.
Hi Annie! Thank you for weighing in, coming out of lurkdom. 😉 I agree more moderators! The site right now basically has no SSC partners looking at it over the weekend, and so threads can spiral into nasty discussions, unpleasant comments, that may never be removed, and at a minimum, are unchecked over the weekend.
Pillar I, Visable Action…… [sbx_Matt] “While we should be judged on how well we incorporate your feedback, I personally don’t think it’s quite time to do so. Of course reasonable minds may differ.
At the very least, do know that we realize that this is the number one priority. Fail at that, and the site will fail. No one is under any false impression to the contrary.”
Matt IMHO these two statements are quite contradictory and I fully don’t understand what you mean. Especially the statement “I personally don’t think it’s quite time to do so”. So when would that be? When another 600 stores close?
But I will comment on the way I understand it to be:
While most of “us” realize that this is an “idea” website, it is also become an open forum for complaints, concerns whatever you want to call them. In fact when you have a complaint or concern at a retail store you are given a card to come to this site. So with that being said………
While in my opinion 99.9% percent of these “ideas” are silly, stupid and frivolous. And I view them more as entertainment. But of course that’s my opinion. But I don’t think many would dispute that the “main” topics of this site are “real” concerns being addressed to $tarbucks : Truly free wi-fi, bold coffee/choice, asking for a few discontinued syrups, service, cleanliness , dribble free cups, and punch cards. If I were an executive at this company I would take these concerns very, very seriously. This issues are not just passing ideas. These are the “roots” of a lot of customer concerns.
The “idea’s in action” are not “really” addressing these issues. They are just over and over again addressing “frivolous” matters. I think people are looking for answers and changes to the aforementioned concerns. The “real” concerns. And really if $tarbucks is not going to address these, then really, shut this site down. Because in 100 day’s I have seen people mentioning the same issues over and over again and “nobody”, from $tarbucks has, in a straightforward way, addressed the “main” issues/idea’s/complaints mentioned in this site.
In fact today I see that many SBX_partners are referring people to the corporate office when they had a concern, when in fact at store level they are referring people to this site. That in itself is a problem. – TO MAKE MELODY LAUGH FOR OLD TIMES SAKE :)))
LOVE, BREVE
TOO MAKE MELODY REALLY CRACK UP – ONE MORE FOR OLD TIMES SAKE … LOVE, BREVE
IF YOU ARE HERE FOR THE FIRST TIME PLEASE READ!!!!!!
You are not alone, there are thousands of us that feel the same way. PLEASE take the time to VOTE!. Search under “popular ideas” under the “coffee and espresso” category and VOTE for “ALL” the Pike Place issues. SOME HAVE BEEN LOCKED BUT KEEP GOING! As you will see there are pages and pages. WE NEED VOTES ON “ALL” THE “PIKE PUKE” POSTS TO KEEP THIS ISSUE ON THE FRONT PAGES!!!!!!!!!! This is the ONLY way to keep the issues on the front pages. Vote on as many as you can. The more votes in less time, the issue will stay on the front page where more Pike Puke haters can see it. Many of us are BOYCOTTING $tarbucks. Myself, I haven’t been to $tarbucks in 40 days now, thats ok. I’m sure if you live an urban or suburban area you have other choices for coffee. AND DON’T LET $TARBUCKS TALK YOU INTO ANY DRINK OR COFFEE THAT YOU DON’T WANT! And don’t “PAY” for a drink or coffee that you don’t want!!! And don’t let them put you in the “UNCOMFORTABLE” position of “just ask”!!!!!!!!!!!!!!!!!!!!!!!!!!!!
ALSO USE THE SEARCH FOR “STARBUCKS CHEATED” AND VOTE ON THIS THREAD TOO!
HEY $BX_GRTL….LOTS OF NEW VOICES!
Oh my gosh Breve, yes that did bring back memories. We had quite an anti-PikePlaceRoast campaign going on in 2008!! Wow! I lost a lot of the steam for that campaign as the Clovers spread, and the Pour Over launched. I still don’t really like Pike Place Roast though! One coffee all day is crazy. 😉
BTW….It’s been such a long time since I’ve been on MSI – I just checked – my inbox has 443 messages….
@Melody – Thanks…I enjoyed my time in the Army! Got a bunch of education in exchange for my service…great deal for a guy whose parents never even got a 4 year degree.
Maybe we should submit a suggestion to update MSI!
These comments continue to be terrific and hope that corporate SB reads them. I agree also not having moderators on weekends is a big mistake. If I remember once did they not have moderators on weekends?
@Purple022 I have to agree. The discussion in the comments is amazing. It’s managed to stay almost entirely productive meaningful and thoughtful comments. I absolutely impressed by what people had to say and hope that a few more lurkers will drop by. I know from google analytics that there are lurkers. And you’re right, it’s such a great discussion that I hope that someone at the SSC is listening.
Love the idea of a trending topics widget replacing the leaderboard!
Need some weekend moderation.
At one time I really supported the down button, but now it seems to do more harm than good.
Starbucks should find a way to route the professional business ideas off of the site – I think Customer Service is sending them to MSI.
And then there’s all the discussion from my first blog article on this a year ago…
Hi Melody,
I wonder how MSI have effected consumers purchasing behaviour? Did Starbucks get more customers because of this concept or is it just a bulletin board for sharing idea?
I read somewhere that Starbucks was criticised for implementing only few idea out of thousands sent to them. What do you think?
@Nitasha – Welcome to the blog! Hope you’ll “like” the blog’s facebook page and/or subscribe.
I nearly forgot that I’d ever written this blog post. With over 500 articles on here, sometimes I forget what I wrote one year ago.
With MyStarbucksIdea.com, there is the “good, the bad, and the ugly.” It’s been that way for a long time. I could do yet another follow up article on MSI…
The good side of MSI definitely is that it has inspired Starbucks to do and create certain things that customers like. The fall braille card was a wildly popular card, and the idea of it came totally from MSI. The whole idea of rewarding people for making purchases with free drinks was really born out of MSI. And I suspect that upcoming Refresher Sample Day coming on 7-13-2012 also has some of its impetus from the many threads on MSI asking for more samples. There is some weathervane customer metrics that come from it.
The bad side of MSI still is the same as it always has been. It’s an open slate for anyone to write anything. Once in a while, this means people write things that make zero sense for Starbucks, or abuse it to criticize the company and not produce an idea. It also means great repitition – Just look at the bazillion threads calling for “Almond Milk” and you can see the repeats cluttering the site.
The ugly side can be the comments. There are some entrenched and strong personalities on the site. (One could argue that I’m one of them too.) The comments can be a rough place, and there have been situations where one or two people use multiple names. This means you could be reading comments and think “that sounds great” until you realize that person has used many user names, both concurrently and consecutively. In addition, sometimes it looks like there are comments where people just complain complain complain. But when all is said and done, that is the risk you take by posting in comments. Comments can be like that anywhere – I’ve seen some horrible comments to newspaper articles too.
That’s all I’ve got time to write right now. MSI still can be a lot of fun. And I’ve connected with people here because of it. I personally try (at this point) to simply respond to genuine threads with helpful Starbucks information. I’ve probably written more saucy comments years ago when the site was new, but I have less free time now than 4 years ago. I’m also amazed at how many hours are spent by some people there (which becomes more obvious when you realize one person’s name is a continuation of 30 previous user IDs) but who am I to judge? I can see its appeal too!