Anyway, why bring this up? Well during my trip last week through CMH (airport code) I picked up a little card with a url (MyStarbucksIdea.com) while waiting on my latte. It got my attention...
A quick look at the site made me immediately think, "we should be doing this in libraries". Asking customers what they want and providing the means to react and give feedback online. But as I looked through the list of top All-Time suggestions, I realized that there’s an even better bigger opportunity here ... to capitalize on Starbucks already existing data.
I mean libraries have seen themselves in a “third place” (home & work/school being places 1 & 2) competition between Starbucks (& book stores) for years. So why not take a look at what customers are currently telling Starbucks what they want and value in a “third place” relationship.
A few themes standout in my glance at the top twenty … loyalty rewards are high on the list (VIP cards, point card) as is free wifi (many libraries have this one covered), green practices (stop trashing empty cards, reusable sleeves, etc), comfortable furnishings and personalization (auto ordering via swipe card).
There’s a wealth of info in these suggestions that we can use to relook at some of our own offerings in libraries. So if you can’t afford to create your own “My Library Idea” site, why not piggyback on a few of Starbucks' and investigate them.
Cross posted on ULC's Foresight 2020