Starbucks guests took to social media, wrote letter and made phone calls demanding to get their seasonal eggnog latte back on the menu. The eggnog latte had been on the menu since 1986, and in a move to simplify the ever expanding menu, Starbucks dropped it from their seasonal offerings. After the customer outcry, Starbucks spokeswoman Linda Mills stated, “We made a mistake, we are very sorry.” According to Mills, Starbucks is aiming to have the eggnog latte back in stores by November 17th. The holiday season is Starbuck’s most profitable time of the year, so it is no wonder they are rapidly tending to the customer complaints.
The eggnog latte had already been re-introduced November 1st in the Pacific Northwest because it has always been a regional favorite, the problem now according to Mills, will come if Starbucks can’t get enough eggnog from suppliers in time. What is impressive in this situation is Starbuck’s rapid response and solution to customer complaints. This was also the case in Spring last year when the company began to sell lemon cake and pumpkin bread in miniature loaf form rather than the usual slices; customers complained and it was switched back. The importance of pleasing the guest for operators in the era of social media is absolutely critical.
To read more about Starbuck’s rapid response to their customers, click here
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