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Von: Roland Hachmann

Mon, 28 Apr 2008 06:16:20 +0000

Thanks for your comment, Kevin. That is indeed a considerable downside that needs to be considered. I suppose the first movers for these kind of things lure freeriders into the discussion. But as you wrote, it is still better this way than not doing anything like that at all!



Von: Kevin

Mon, 28 Apr 2008 04:32:08 +0000

While I also applaud Starbucks for creating a process that brings customers into their innovation process, there is also a downside you didn't mention. Competitors, ranging from Peet's to the hole-in-the-wall corner coffee shop, can also access Starbucks' innovation discussion. This is a treasure trove of what customers are looking for, what has been tried, and what works or doesn't work. To top it off, Starbucks is doing a great job of interacting, thereby providing more free market research. I'm still in favor of what Starbucks has done, but if I was a small-timer I'd also be perousing the suggestion boards every day! More on this specific topic from a business excellence perspective at: http://www.evolvingexcellence.com/blog/2008/04/morro-bay-coffe.html Best, Kevin