Explore BrainMass

Customer Strategies: Coca-Cola Company

This content was STOLEN from BrainMass.com - View the original, and get the already-completed solution here!

Describe the following as it relates to Coca-Cola:

Social Media Strategies (one paragraph to describe the following sections)
Responsiveness (two paragraphs)
Transparency (two paragraphs)
Adaptability (three paragraphs)

Please include references:

© BrainMass Inc. brainmass.com October 25, 2018, 10:08 am ad1c9bdddf

Solution Preview

Social Media Strategies:
Coca-Cola became the sponsor of the 2014 soccer World Cup. It has packaged each of its social profiles with World Cup headers, campaigns, and content. This has increased its following on social media. On Twitter, Coca-Cola engages with followers. It generates around 2,000 tweets a month creating more than 1 billion potential impressions during a month. Its strategy is to engage audience and generate content they can share. It becomes a part of the Coca-Cola brand experience. It also gives direct replies to customers who like the brand. It gives attention to detail.

Apart from being responsive to customers on social media, Coca-Cola is also responsive to direct questions on its websites. Further, the company claims that customer preference is a core value of the business. According to the company, Coca-Cola makes its products available where the customers require them, make the product affordable, and supplies an extensive and increasing range of products. Responsiveness according to Coca-Cola refers to satisfying the highest quality standards required in a country. On the ground level Coca-Cola claims its sales representatives and its people are responsive to customer needs.

Responsiveness, according to the company means it provides best customer service possible and to provide fast answers to common questions and concerns. Specifically it allows a customer to track orders or return a product. From a different perspective, Coca-Cola Company has not be responsive to customer needs. Customers have shown ...

Solution Summary

The answer to this problem explains customer strategies for Coca-Cola Company. The references related to the answer are also included.

See Also This Related BrainMass Solution

New Customer Strategy - Coca Cola

New customer strategy

Can someone help me with the sections below? It's for Coca Cola. I can't seem to think of anything for these sections that are left.

Interaction Scripts and Software Vendors: (This section simply sets up the rest of your paper. In a short paragraph, briefly explain the purpose of the section and what is to come in the following subheadings) -- one paragraph to describe the following sections

Interaction Overview: (Describe ways in which your company interacts with its customers. What is the nature and character of these interactions? What employees are customer facing, and how are they trained to deal with customers? Are there interaction guidelines that are available? Does your company have a website, and if so, what is its tone and character?) -- one paragraph

Generating and Maintaining Trust: (Describe strategies that your company uses to generate and maintain trust with customers. Are customers rewarded for repeated purchases? Is your company honest when there is a problem?) -- one paragraph

Diffusing Negative Feedback: (How does your company handle and diffuse customer complaints? What lengths will your service representatives go to in order to satisfy a customer? How can you calm down irate customers, and is there a standard procedure in place to do so? Can you turn a complaint into a new sale? Can you prevent customers from sharing their criticisms with their peers?) -- two paragraphs

Scripted Interaction Suggestion: (write lines of dialog in screenplay format (no quotation marks) to describe a scripted interaction with a customer. What should your customer representative say in a given situation?) -- 10-15 lines of dialog -------- example:
Customer Service Representative : How can I help you today?
Mr. Jones : Listen, I am calling for the second time to check on my order. I really need to know right now!
Customer Service Representative : I'm sorry for the delay, and I'd be happy to help you. Can you give me your customer ID?

Software Vendor Comparison and Selection: (Review three customer experience management software solutions from different vendors and choose one that you would buy for your company. What are its strengths and weaknesses? Include a table comparing the software solutions; remember to evaluate features in addition to price. The individual features that you choose to compare are up to you, but you should compare at least three features. Choose features relevant to your business or industry.) -- two paragraphs; table

View Full Posting Details