What Community Managers Can Learn From a Recent Starbucks Facebook Post

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Created in 1995, the Starbucks Frappuccino is one of the company’s most popular beverages (that’s right, the Frappuccino is almost 20 years old). In fact, it’s so popular it has its very own Page on Facebook with over 10 million fans. Recently, the Page posted a fun off-the-menu recommendation for its fans. The Post garnered a hugely successful engagement rate, but also brought to light an apparent internal communication snafu that resulted in some seemingly frustrated baristas voicing dismay on the brand’s Page. Here’s what happened.

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