Member Meeting 10
May 5-6, 2010

Focus on: Disclosure best practices

Thanks to our hosts: Microsoft and Starbucks

Microsoft and Starbucks

We were thrilled that one of’s long-time members, Microsoft, hosted the case study presentations at its headquarters in Redmond, WA.

Special thanks also to Starbucks for opening their headquarters’ doors to host the Member Meeting on the second day in Seattle.

Featuring pre-conference case studies from:


Nestor Portillo, Community and Online Support

Learn how Microsoft is empowering customers and using their feedback via social media.


Alex Wheeler, Director of Digital Strategy

Learn how social media is powering product launches and building a sense of community at Starbucks.


Todd Blecher, Communications Director

Learn about how Boeing’s evolving online communications approach is framed by the words of a Jedi master.


Bryan Rhoads, Senior Online Strategist

Learn how Intel experiments with and evolves social media to meet new customer and technology demands.


Duane Schulz, VP of Interactive and Social Marketing

Learn how a major launch moved Xerox from silos to an engaged, integrated community.


Molly Schonthal, Social Media Communications

Learn how Nokia communicates effectively — internally and externally — with social media.


Rod Brooks, VP, Chief Marketing Officer

Learn how Pemco Insurance uses social media to connect with their customers.


Kenny Rowe, eCommerce Manager

Learn how ExOfficio uses content to attract new customers and build brand loyalty.

What the meeting was like

Nearly 50 members from more than 30 companies attended this Member Meeting at Starbucks’ headquarters in Seattle. In the morning, we batted around different ideas regarding disclosure, getting to the heart of ethical and authentic communication.

We dove deep into some big areas of concern, such as how to disclose, building disclosure training and monitoring programs, and working with vendors to ensure disclosure. We then got the chance to play barista and make our own Frappuccinos.

In the afternoon, we broke into small groups for peers to discuss a variety of topics, including leveraging location-based networks and building the perfect monitoring tool. We finished the day with a private conversation with Starbucks’ CEO, Howard Schultz.

Our guest speaker: Howard Schultz

We were honored to have Starbucks Coffee Company Chairman, President, and Chief Executive Officer Howard Schultz join us for a private conversation to wrap up our day!

In 1981, Schultz walked into the Starbucks at Pike Place Market and found people who shared his love of coffee culture. The next year, he became director of operations for Starbucks’ four stores.

Today, Starbucks is a household word — quite literally, thanks to Starbucks VIA — and has more than 16,000 stores in 50 countries. One of the more fascinating parts of Schultz’s two tenures at Starbucks is his commitment to doing what is right not just for customers, but for employees (partners). By following instinct and doing personal research on customer experience, Schultz grew Starbucks into one of the most recognizable brands in the world, with a passionate customer base that changed its vocabulary because of the experience he created.

As an exclusive benefit to SMBC members, we sat down with this innovator to learn more about him and his life. All attendees received a copy of Howard’s book, Pour Your Heart Into It: How Starbucks Built a Company One Cup at a Time.