In the relentless battle for market share at the top end of the drinks sector, there is no single winning strategy. Within your business alone, there are probably multiple strategies on the table at any one time, across a number of business units. But what about your customers in the on-trade and their customers? At what point, and how strongly, do their voices feature in your discussions?
We are CGA Experience, and we take a unique approach: we put the customer at the heart of every piece of client business. We work across multiple sectors, including the large drinks industry, helping our clients to realise the value of taking a customer-centric perspective. We know that it’s the customers who enjoy the best experiences that tend to be the ones who will usually drive the best commercial results. For you, that means more sales and greater market share.
60
of consumers say that the quality of customer service significantly influences their purchasing decisions in the food and beverage industry.
Deloitte
89
of customers would switch brands due to a negative customer service experience.
Deloitte
How we help you realise optimum customer value
Put yourself in your customers’ shoes
Let’s start with Heartbeat®, our proprietary methodology. We use it to create a bespoke end-to-end visual experience map of the entire customer journey – and this can benefit multiple stakeholders in your business, including Shopper & Customer Marketing, Field Sales, and Commercial.
At each step, we’ll map out your customers’ needs and expectations – including what’s most important to them and their customers – and assess how well you’re delivering against them. Sometimes you’ll be getting it right, but there will be occasions when you’re falling short and didn’t even realise. These are the gaps we can help you address. Heartbeat® uses both qualitative and quantitative customer research, combining hard data, including your own, with the real voice of your customers.
We turn these insights into actionable improvements, focusing your efforts where they will have the greatest impact on your customers, their customers, and your bottom line.
See the world through your customers’ eyes
Today’s customers are more demanding and less accepting of inconvenience than ever. They want to be valued and respected and, above all, heard by businesses that can not only empathise with them, but also respond appropriately.
If your employees are going to be able do this, they’ll need the right skills and confidence – and this is why we have created CGA Empathy LAB®, a bespoke, immersive training experience. Through a mix of trainer-led sessions, interactive materials and Virtual Reality modules, employees throughout your business will learn to see the world through your customers’ eyes and how to make every moment matter.
This will drive measurable benefits to your customers in the on-trade, your employees and your brand. Your customers will enjoy positive, memorable experiences, you’ll develop a happy and engaged team, and you’ll increase your competitive edge by delivering products and services that exceed your customers’ expectations.
Are you facing a particular challenge?
In addition to Heartbeat® and Empathy LAB®, we also have a unique range of proven solutions designed to help you journey towards customer-centricity.
In our experience, every business has a slightly different challenge or opportunity they want to focus on. Maybe it’s a commercial issue or related to a specific customer segment.
Whatever your most pressing challenge, we’d be delighted to have an initial meeting with you to scope it out. Together, we can start putting your customers’ voice right at the heart of your thinking. We’ve seen the tangible results it can deliver, and we’d love to help you achieve the same.
Read our case study
Understanding the convenience store experience
In order to increase their market share in non-core products, Coca Cola European Partners (CCEP) engaged CGA Experience to help them understand how they could improve their relationship with convenience store owners. With the help of Heartbeat®, CGA’s proprietary experience mapping approach, CCEP discovered how training their sales representatives to be more empathetic could lead to more profitable long-term relationships.
Yes, I’d love to find out more. Please contact me to arrange a meeting.
by ForgetWP®