The Belief in Customer Satisfaction

CUSTOMER CARE
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Table of Contents TOC \o "1-3" \h \z \u Introduction PAGEREF _Toc67987364 \h 3Vision PAGEREF _Toc67987365 \h 3Mission PAGEREF _Toc67987366 \h 3Customer Care Standards PAGEREF _Toc67987367 \h 4PepsiCo Customer Care Standards PAGEREF _Toc67987368 \h 4Coca Cola Customer Care Standards PAGEREF _Toc67987369 \h 5Comparison of Standards PAGEREF _Toc67987370 \h 6Similarities PAGEREF _Toc67987371 \h 6Differences PAGEREF _Toc67987372 \h 7Customer Strategies of PepsiCo PAGEREF _Toc67987373 \h 8Market Share and Growth PAGEREF _Toc67987374 \h 8Effectiveness and Efficiency of PepsiCo PAGEREF _Toc67987375 \h 8Conclusion PAGEREF _Toc67987376 \h 9Proposals PAGEREF _Toc67987377 \h 9Bibliography PAGEREF _Toc67987378 \h 10
Customer Care
Introduction
PepsiCo, Inc. is one of the most prominent foods and beverage companies in the world. The launching of the company was in New York, America, in the year 1934 as Pepsi-Cola. The name changed to PepsiCo in 1965 after merging with Frito-Lay. In the 21st century, the company saw the need to expand. The first country of interest was Russia, where they managed to get their second-largest market. The company has spread its products in more than 200 countries.
The secret of the growth of PepsiCo is the belief in customer satisfaction. The continuous merging with known companies makes them gain trust in the countries they want to expand. The adding of products beyond Pepsi-Cola that was their only drink, increases their market. PepsiCo's creation of a brand that gives the customers a surety of good quality maintains their relevance in the market. Tropicana juices, Oats Cereals, Gatorade sports drinks, Lipton Tea, Pepsi Cola, and Frito-Lays are currently their popular products.
Vision
PepsiCo's vision statement is "To deliver top-tier financial performance over the long term by integrating sustainability into our business strategy, leaving a positive imprint on society and the environment." The building of the statement was mainly through the idea of the performance that comes with a purpose. The vision statement aimed to increase the company's financial performance, create sustainability, and ensure corporate social responsibility for the company is achievable.
Mission
The mission statement is "To provide consumers around the world with delicious, affordable, convenient and complementary foods and beverages from wholesome breakfasts to healthy and fun daytime snacks and beverages to evening treats." The statement is created in a way that it can cater to all the customers worldwide. The creation of delicious, affordable, and convenient ensures the clients are fully satisfied.
Customer Care Standards
PepsiCo Customer Care Standards
The company has different codes of standards that work for the company, including the following;
* PepsiCo employees ensure they produce safe, best-tasting, and high-quality foods and beverages worldwide through internal procedures and safety programs.
* The PepsiCo Food Safety Policy ensures the production and delivery of excellent food products. The company has a workable framework that ensures they maintain healthy food and beverages for the clients.
* PepsiCo employs quality professions that help in accessing the quality of all products. They focus on procedures and processes that enable the prioritization of critical risk areas.
* Employees should always be keen to capture the needs of the clients. Reorganizing clients' needs from the high level to the low level ensures that they fulfill most of their client's desires.
* PepsiCo training of the employees ensures the clients get the best quality of service. Employees are encouraged to use polite language when addressing the clients hence ensuring the clients are always happy.
* The creation of platforms like Facebook and Instagram enables the clients to interact with the company, creating a combination of clients' needs that make a scope of goals (Meiting 2021, p.211).
* Employees are not allowed to create discrimination against customers despite the number of goods they deliver; the company believes that all customers are equal despite their impact.
* Harassment of clients by the employees is unacceptable. Any complaints from customers lead to disciplinary action against the worker. The smiling of workers when serving the clients enables easy reception.
* Honesty is an essential attribute that employees should always have. It is wrong for any PepsiCo employee to give people fault information about the company. The expectation of truth from all employees is the belief of the company.
* Pepsi Co adheres to the cooperate social responsibility of the world.
Coca Cola Customer Care Standards
* Coca-Cola believes in the secrecy of their ingredient to avoid duplication of its product.
* Employees are to keep the privacy of the company. Any employees who reveal the company's plans to competitive companies might deserve a suspension or end their working contact (Steele 2019, p.275).
* Coca-cola believes in creating a conducive working environment for the workers hence ensuring productivity.
* Coca-Cola creates policies and procedures that promote the production of quality beverages.
* Coca-Cola ensures that the company followed all the cooperate responsibility to the community (Steele 2019, p.276). Through events like coke studio, the company can give back to the community.
* Coca-Cola ensures equality amongst all clients. The company trains the employees to treat clients without discrimination despite the number of products they purchase.
* Coca-Cola trains the employees to work together to ensure the best quality products to the clients.
* Coca-cola uses roadshows and events to create a relationship with clients hence achieving loyalty.
* Coca-Cola is always keen on ensuring they produce products that are safe and healthy for customer's consumption.
Comparison of Standards