Analysis of Coles: Customer Service, Strategies, and Market Segments
VerifiedAdded on 2023/06/08
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AI Summary
This report provides a comprehensive analysis of Coles, an Australian supermarket chain, focusing on its customer service, operational strategies, and market segmentation. It examines Coles' vision, mission, location, and the products and services it offers. The report identifies the target customers, their demographics, and psychographics, emphasizing how Coles understands and caters to their needs through initiatives like the Fly Buys loyalty program. Promotional strategies, including product mix and communication processes, are evaluated, with a focus on adapting to online advertising and integrating online and offline marketing. The report also discusses alternative product offerings, customer rights, and the importance of customer referrals through both online and offline channels. Catalyst events, record-keeping practices, and the role of the board of directors in strategic planning are also highlighted. The report concludes that Coles effectively meets market segment needs and emphasizes the significance of catalyst events in consolidating its customer base, supported by references to various academic articles and reports.
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