How to communicate change to the customers
Starbucks provides a great demonstration of how to communicate significant changes.
The home page was replaced with a letter from Howard Schultz, addressed to all customers.
At the bottom where links to copies of a letter and a voicemail from Howard Schultz to all Starbucks partners (employees), together with a link to a Questions and Answers page dealing with the changes, and to the Investor Relations pages.
This means that the relevant stakeholders was all notified of the change via a letter from the man at the top.
A good example of ‘wearing the brand’: in this case, according to the mission statement, treating employees with respect and dignity while ensuring that customers are enthusiastically satisfied with their service.
Experienced senior executive, both at a strategic and operational level, with strong track record in developing, driving and managing business improvement and development, change management and turn-around.
@torbenrick
Experienced International Executive Manager – Business Improvement, Change Management, Customer Service + major business trends
Measuring organisational alignment – You get what you measure http://t.co/zVV16cBIGB via @torbenrick – 1 day ago
Latest posts by Torben Rick (see all)
- Measuring organisational alignment – You get what you measure – May 25, 2013
- Will virtual stores disrupt traditional bricks and mortar – May 23, 2013
- The broadcast era has changed – social media is forcing transparency – May 20, 2013
