In my e-mail yesterday was a message from Starbucks (SBUX) about the newest ideas that have been implemented in Starbucks stores as a result of its My Starbucks Idea website. Starbucks wasn't promoting anything, trying to sell me anything, or trying to persuade me to take any kind of action. They just wanted me to know that they care what their customers and partners (employees) think, and as proof of that care, they take action on the feedback they receive.
Message received. Loyalty reinforced.
The My Starbucks Idea system is a....