Digital Marketing and Social Media Strategy

Stuck at a Starbucks drive-thru

I love Twitter. If you’re not on there yet you really need to be. Visit www.twitter.com and set up a free account, then “friend” me at www.twitter.com/davedelaney. Twitter is a micro-blogging platform, it’s a way to make friends and keep in touch with people through quick 140 character (or less) posts (AKA “tweets”). You can read up more about Twitter here: http://en.wikipedia.org/wiki/Twitter.

Today I was in the drive-thru at Starbucks. I just posted about living in the “burbs”, I had no other choice. I usually support the independents in Nashville like Fido and Cafe Coco, but near home there’s no other options. Starbucks is known for their customer service, you really should be getting something back for the high prices on their drinks after all.

The drive-thru was taking forever, when it was my turn to order I ordered Heather a small coffee with double cream and two sugars (a “double-double” in Canada, why can’t the Americans pick up this word?). I ordered a large double-double coffee. Yes, we used their lingo: A small and a grande, or whatever they make us say.

I paid at the window like a good consumer and the window closed abruptly in my face (as all drive-thrus do). When the window opened again, the young barista (their word not mine) handed me a small coffee. I sat it in the cup holder and waited for the large one. Suddenly the window opened again, and the Starbucker (my word) asked if that’s all. I explained that I still needed my large coffee. He apologized and the window closed. I waited a good three of four minutes, which is an eternity when you have eight cars waiting behind you. You have to love the patience of people in the south, this never would have flown in Toronto.

The young guy finally returned and handed me another drink. He told me to enjoy my Vanilla bean lattes. I told him he had made a mistake, but I settled on the new beverages since he was clearly having a rough day. I concluded that it was training day at that location. Then I thought about Twitter.

We’re not to far away from all being connected via our mobile devices. What I mean is that I will be able to post a message on my cell phone to Twitter (or a similar service) to announce that the Starbucks at a certain location is in training mode and to avoid it at all costs. Had I been sent that message before I trapped myself in the drive-thru line I would have headed home to brew my own cup of joe.

The power of social media is among us already, as it becomes more and more common it’s going to be an incredible experience for customers, and it’s only going to better service for us.

[tags]Starbucks, Twitter, drive-thru, double-double[/tags]

Dave

http://www.davemadethat.com

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  • Great post! This is the exact kind of thing that I’m excited about. Social media penetrating at a local level is going to rock.

    Kingston’s GREAT for social media (Who’s where, and what’s happening)… But really only if you’re in a three-block radius of the Holiday Inn during the third weekend of June.

    Oh well. Some day.

  • Great post! This is the exact kind of thing that I’m excited about. Social media penetrating at a local level is going to rock.

    Kingston’s GREAT for social media (Who’s where, and what’s happening)… But really only if you’re in a three-block radius of the Holiday Inn during the third weekend of June.

    Oh well. Some day.

  • admin

    Ha! Do I smell some Podcasters Across Borders love in that comment? Sweet dude.

    There was a pretty cool application called Dodge Ball a few years ago. Google bought them and they disappeared. It works from you mobile phone’s GPS.

    Check it out here:
    http://www.dodgeball.com/

    It’s a pretty cool concept eh?

  • admin

    Ha! Do I smell some Podcasters Across Borders love in that comment? Sweet dude.

    There was a pretty cool application called Dodge Ball a few years ago. Google bought them and they disappeared. It works from you mobile phone’s GPS.

    Check it out here:
    http://www.dodgeball.com/

    It’s a pretty cool concept eh?

  • I agree on the whole “Americanized” coffee namings. But I don’t think Americans will get into all the Italian coffee names (Cappuccino, Latte, and venti are probably enough!) Ahhh, I wish I was in Italy where “caffe” is espresso, not the drip stuff!

    At any rate, would people be receiving an alert on their cell phones if something came up in their neighborhood? What if Twitter worked in conjunction with your location? Jaiku allows you to post your location; what if it worked with a GPS on your device? Is that what you’re getting at?

  • I agree on the whole “Americanized” coffee namings. But I don’t think Americans will get into all the Italian coffee names (Cappuccino, Latte, and venti are probably enough!) Ahhh, I wish I was in Italy where “caffe” is espresso, not the drip stuff!

    At any rate, would people be receiving an alert on their cell phones if something came up in their neighborhood? What if Twitter worked in conjunction with your location? Jaiku allows you to post your location; what if it worked with a GPS on your device? Is that what you’re getting at?

  • Dave – I love the site & twitter – which I only learned about at BarCamp. I still haven’t figured out how to post from my Sprint Mogul though.

    Doh!

    p.s. Love Starbucks, but discovered Panera Bread is good…. and cheap!

  • Dave – I love the site & twitter – which I only learned about at BarCamp. I still haven’t figured out how to post from my Sprint Mogul though.

    Doh!

    p.s. Love Starbucks, but discovered Panera Bread is good…. and cheap!

  • Hi Brad:
    Either way I’m now craving my second coffee of the day.

    GPS would be a great way to go. Although you could make a local channel in Twitter, like we did for BarCamp Nashville. When a user posts BCN before a tweet it goes to the BarCamp Nashville Twitter page: http://www.twitter.com/barcampnash/ You could do the same in your neighborhood Twitter account.

    I discovered over the weekend that you can now post a tweet to Twitter using your cell phone, but by audio message rather than SMS. How cool is that?

    I’m going to post about it shortly.

    Cheers,
    Dave

  • Hi Brad:
    Either way I’m now craving my second coffee of the day.

    GPS would be a great way to go. Although you could make a local channel in Twitter, like we did for BarCamp Nashville. When a user posts BCN before a tweet it goes to the BarCamp Nashville Twitter page: http://www.twitter.com/barcampnash/ You could do the same in your neighborhood Twitter account.

    I discovered over the weekend that you can now post a tweet to Twitter using your cell phone, but by audio message rather than SMS. How cool is that?

    I’m going to post about it shortly.

    Cheers,
    Dave

  • Hey Ken:
    Thanks for the comment. I appreciate hearing from ya. Good luck with Sprint. They’re customer service takes a while, be sure their support third party services before you call.

    I would suggest hitting the question on Twitter, you may find a solution pretty quickly.

    Thanks for the Panera tip. They have great sandwiches, kind of sad apples though. Perhaps it was a bad day when I was there last :-)

    Cheers,
    Dave

  • Hey Ken:
    Thanks for the comment. I appreciate hearing from ya. Good luck with Sprint. They’re customer service takes a while, be sure their support third party services before you call.

    I would suggest hitting the question on Twitter, you may find a solution pretty quickly.

    Thanks for the Panera tip. They have great sandwiches, kind of sad apples though. Perhaps it was a bad day when I was there last :-)

    Cheers,
    Dave