30 DRIVERS OF SATISFACTION AND 5 EXPERIENCE PRINCIPLES IDENTIFIED
CGA was retained by Coca Cola European Partners (CCEP) after a rigorous bidding process to map the customer journeys of its UK convenience store customers. These outlets do not buy product directly from Coca-Cola but from a network of large cash-and-carry outlets. They represent a critical route to consumers for the company.
The brief was to get a better understanding of CCEP’s customer journeys, their pain points, their perceptions of how CCEP treats them, and, then, to make recommendations about how to fill the gaps and build value.
Of particular interest was what value was being added by sales representatives when they visited stores and otherwise interacted with store owners. CCEP allocates sales resources based on the value of the store. For its bigger customers, on which this project focused, CCEP sends representatives to visit monthly.
Coca-Cola has several critical B2B routes to market, including petrol stations, restaurants, nightclubs, large and small grocery stores, and convenience stores. This case study deals with the work we did in the convenience store market.
CGA’s Heartbeat® methodology identified gaps in CCEP’s knowledge about its convenience store outlets. Heartbeat® is CGA’s proprietary journey-mapping solution, proven by global brands, which brings the voice of customers to life, helping show existing pain points in real-time and identifying where proactive intervention and change will offer the greatest value.
These Mom and Pop, open-all-hours stores tend to be owner-operated and independent businesses. In the UK there are more than 40,000 of these outlets carrying Coca-Cola products on their shelves.
CGA mapped how CCEP colleagues saw the customer process, and the results of this internal exercise were compared with those that came out of the Heartbeat® customer journey mapping research conducted with store owners.
There were significant differences between the two sets of findings. The company saw the process as far more complicated than its customers did, and convenience store owners saw signs of arrogance in the way CCEP treated them.
Extensive interviews with a representative sample of store owners highlighted:
CGA identified 30 drivers of satisfaction and five experience principles against which CCEP can measure improvements in customer experiences.
CCEP can use these to improve short-term commercial outcomes and develop long-term relationships with its customers. CGA presented recommendations to CCEP about successes, which the company should continue to build on, areas of inconsistency, which required fixing, and areas of pain and frustration, which needed to be prioritised.
The experience principles we developed centred around getting it right where it mattered, showing customers they were valued, keeping promises consistently, getting to know customers and their issues better, and using this knowledge to identify relevant range, promotional materials, POS, display and equipment opportunities that will benefit both them and consumers.
Graham Ryan Graham has led national and international projects at CGA since 2009 in rail travel, automotive, mobile network, financial services, professional services and public sectors. He has 22 years of global commercial operational leadership experience of B2C businesses in fast moving consumer goods, outdoor apparel and power tools for worldwide corporate leaders in these sectors.
Amanda Forshew Amanda’s skills include exploiting customer insight and creative application to deliver growth and business value for CGA’s clients. She is also highly skilled at Customer Heartbeat® programmes – working out exactly what customers are feeling at various points along the customer journey, what they should be feeling, and how the company can best make this transition. Amanda has worked on an impressive array of blue-chip clients.
Carla Hall Carla is a Customer Experience consultant with extensive experience helping organisations develop their CX strategy, journey mapping and customer measurement programmes. Carla’s experience in customer measurement includes guiding organisations through the design of their programme – ensuring fit-for-purpose listening tools, programme governance, data requirements assessment, closed loop process design, business reporting and measurement.