Coca-Cola Bottling Unit (CCBU), a soft drinks manufacturer and distributor, is based in Lambeg, Northern Ireland. The company employs over 400 people, and has 14,000 customers. The service support team deals with a range of incoming calls that include complaints, orders, enquiries, delivery, and pricing. The decision to install a single customer service touch point dates back to 1996 when a customer satisfaction survey indicated that although customers generally felt they were receiving good service, they wanted a single contact point for customer service. If you were marketing executive of Coca-Cola, how do you solve this problem? Please answer according to "Customer Relationship Management Concepts
Coca-Cola Bottling Unit (CCBU), a soft drinks manufacturer and distributor, is based in Lambeg, Northern Ireland. The company employs over 400 people, and has 14,000 customers. The service support team deals with a range of incoming calls that include complaints, orders, enquiries, delivery, and pricing. The decision to install a single customer service touch point dates back to 1996 when a customer satisfaction survey indicated that although customers generally felt they were receiving good service, they wanted a single contact point for customer service. If you were marketing executive of Coca-Cola, how do you solve this problem? Please answer according to "Customer Relationship Management Concepts and Technologies" by third edition of Francis Buttle and Stan Maklan's book with not less than three pages.
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