A Penny for a Thought...

Recap  🍩 As one of the world's largest coffee conglomerate, Dunkin' Donuts continues to be one of the most well-known coffee spots in the United States, selling approximately 1.9 billion cups of coffee a year. Despite its popularity, Dunkin' Donuts does not effectively communicate with the groundswell, and receives a lot of negative feedback for this and a very poor review.  On September 25, 2018, Dunkin' Donuts caused a stir with an announcement that they would officially be changing their name to Dunkin', forever changing the iconic name and logo. As seen in the first part of this Social Media Monitoring project,while most customers saw the change as either positive or neutral, there were many that had nothing but bad things to say about the change--which resulted in negative comments and posts on the Dunkin' social media platforms, including Twitter, Facebook and Instagram. The second part of this analysis will review recent analytics and provide suggesti...

Transforming Your Company &  Fostering the Internal Groundswell As discussed in previous blog posts, there are many ways to engage and tap into the groundswell. These include listening to, talking to, energizing, and sustaining the groundswell. Upon reading the ninth chapter of  Groundswell , we learned of the last technique --embracing the groundswell. As Li and Bernoff comment, although it is a great way to get feedback on product development and projected product success, it can be a challenge to collaborate with your customers. No matter how difficult, it is important to engage with your customers because they want to connect and give you their feedback. Since they are already doing so via blogs, ratings, videos, and reviews it is in your companies best interest to embrace the feedback directly, in a positive manner.  The two best ways to embrace the groundswell is to (1) act upon its suggestions and modify products and (2) keep the doors of communication...