CPG Education

[caption id="" align="alignright" width="300" caption="Image via Wikipedia"]TICSS Customer Service Measurement Model[/caption]

CRM Overview:

In the Consumer Packaged Goods Industry, World Class Customer Service is demanded to ensure a customer centric approach in dealing with customers to maintain a competitive advantage in management of products and services in the marketplace; implementing the right strategies to reduce costs, and improve customer satisfaction across all potential customer touch-points, become sources of a competitive differentiation: Planning and Business Development; Create relationship and interface with external and internal customers in an effort to understand the needs of each group. Define based on industry. Based on needs, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences. Innovation- Business Process Improvement; Directs initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved. Researches, evaluates and recommends outsource solutions in an effort to reduce operating expenses without sacrificing service levels. Customer Service Operations; Leads strategy and implementation of all

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Thursday, March 24, 2011 by Jennifer Randall Take your best guess—what was the average DSD in-stock level found to be in a recent study published in SupermarketNews.com? I was a little surprised that the figure was actually 98 percent, especially given that other similar studies of both DSD and warehouse-supplied products put the average in-stock level between 92 and 94 percent. The study used shelf analysis based on six categories at 28 different retail stores, as well as interviews with DSD route drivers. Retailers participating in the study included Cub Foods, Hannaford Bros., Kroger, Safeway, Save Mart, Wegmans and Winn-Dixie. DSD vendors participating included Bimbo Bakeries, Dreyer, Flower Foods, Kellogg,

[caption id="" align="alignright" width="190" caption="Image via Wikipedia"][/caption] Today, with companies seeking green or sustainability type initiatives, there are tremendous opportunities to implement waste stream optimization strategies in the company’s supply chain, field, and corporate front office (plastic and paper recycle bins), as well as back office...

In its infancy, advertising was an interruption. Ads were part of the price of watching TV or flipping through a magazine. More recently, brands have experimented with ways to make their messages desirable in their own right, via social engagement and branded content. But at a Social Media Week event at the Time-Life Building in New York City this month, Gabe Zichermann argued that in the future, brands will use game mechanics to go beyond just getting a customer’s attention. Instead, they will make themselves a part of the rhythm of their customers’ lives. Games are “a process, not a destination,” Zichermann argued. Zichermann said he defines “gamification” as the use of game mechanics and game-based thinking to solve problems and create user engagement. But more broadly, he explains, a solid game-based marketing program is really just the final incarnation of the loyalty programs businesses have been using for almost 200 years. In the first phase of loyalty programs, customers were given free merchandise for buying a set amount of product. Think of those cards that promise you a free pizza after you buy nine pizzas at the regular price. These are still the most common form of loyalty program, he says, but they’re not the most effective. They tend to offer incentives

[caption id="" align="alignright" width="184" caption="Image via Wikipedia"][/caption] The year 2010 will go down as the year that the United States officially emerged from The Great Recession, the longest and deepest recession to hit this country since The Great Depression. Certainly, the economy has shown signs of...

[caption id="" align="alignright" width="300" caption="Image via Wikipedia"]Twitter HQ in San Francisco - Olaf Koens, http...[/caption]
This post was written by Arlina Allen, owner of Social Media Restaurant Marketing, a Silicon Valley social media marketing company, and author of “Twitter for Restaurants,” now available online. As a social media manager, I encounter my fair share of resistance from restaurant owners who have not started using Twitter or who have not understood how to use it correctly. What are the biggest concerns from restaurant owners? Well, mostly that they don’t have time to learn how to use it, that they don’t see the benefit and that their customers don’t already have Twitter accounts and won’t sign up. Twitter did a case study that showed how Naked Pizza, a healthy-pizza restaurant, used Twitter exclusive promotions. The company reported record-breaking sales by

CPG and Retail Companies Must Wean Shoppers Off Price-Only Related Merchandising for Future Success
Magnificent Mile Apple Store
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CHICAGO, Jan. 20, 2011 - The new year creates an opportunity to review product and retail strategies with a view toward continuous improvement. Nowhere is this more relevant or important than in merchandising strategies. To take a closer look at these strategies, SymphonyIRI Group released its current issue of Times & Trends, “Merchandising Trends: Achieving Differentiation with a Shopper-Centric Approach,” which explores current and emerging merchandising trends that CPG marketers have embraced during the last few years in an ongoing effort to satisfy shoppers’ rapidly changing definition of value. SymphonyIRI anticipates shoppers will remain conservative in their purchasing habits, but evolve their definition of “value” slowly away from the almost singular focus on price that has shaped behavior for the past three years. The new focus will be one that integrates other factors, such as ingredients to support increased health and wellness, packaging and convenience. “Approaching CPG merchandising from a shopper-centric perspective is critical and will become increasingly