4 - Interactive Social Media

Starbucks

Facebook

On Facebook, Starbucks has a following of about 35 million people. The only way to respond to customers on Facebook is via the comment section, so Starbucks responds to customer complaints via the comment section of their posts. For instance, Starbucks responded to someone in the comment section of one their posts who was mad at the fact that whenever she goes to one of their coffee shops, they tell her that they can't make what she wants because they don't have the ingredients. Starbucks responded by saying "Jenny, I'm so sorry to hear about your recent experiences at our stores, how frustrating! Would you please private message me using this link http://m.me/Starbucks and provide me with a few more details of your most recent visits? Thank you, Kelly Jo" (Adventures with Cold Brew, 2018).  However, Starbucks doesn't just issue apologies in the comment section, they also respond to positive comments. Starbucks responded to someone thanking them for allowing them to go to college through their "College Achievement Plan," which is a college scholarship for their employees. Starbucks responded "That is fantastic, Kat! Thank you for sharing. " (While working as a barista, 2018). Responding to both positive and negative comments shows that Starbucks has made customers happy and willing to get better.

Twitter

Starbucks has a following of 11.5 million people on Twitter. On Twitter, Starbucks responds to its customers with humor as when Carianne Gaines posted "Said 'thank you, I love you' to the Starbucks barista who handed me my coffee today. Realized I said it put my head down and sped off. Happy Tuesday people." Starbucks responded by saying "Love you, too. 💚".  They also respond to customer complaints via Twitter, but they do this on their "Starbucks Help" page and then retweet anything that's important to the main page like when they retweeted this "We are aware that some people are experiencing issues with the Starbucks App and the Starbucks website this morning. We are working diligently on a fix and hope to have you up and running shortly. Thank you so much for your patience while we get this sorted out."

But they don't restrict themselves to only responding to people on social media. They also promote their drinks and raise awareness on important issues.


Facebook Sources:

Starbucks logo found on https://www.facebook.com/Starbucks/

 Starbucks (2018, August 2). Adventures with Cold Brew. https://www.facebook.com/Starbucks/ 

 Starbucks (2018, July 24). While working as a barista, Bethany discovered she loved learning about different people and their cultures—now she's using her degree to help families across America. https://www.facebook.com/Starbucks/

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