Costa Coffee: Strategies for Customer Service and Satisfaction Report

This report provides an in-depth analysis of the customer service strategies employed by Costa Coffee. It highlights the importance of these strategies in achieving customer loyalty and satisfaction, focusing on key elements such as customer feedback mechanisms, CRM platforms, and social media marketing. The report explores various methods Costa uses to gather customer insights, including forms, online surveys, and social media reviews, to understand food quality, infrastructure, and staff service experiences. It emphasizes the role of CRM platforms in managing customer data and tailoring services to meet customer expectations. Furthermore, the report discusses the significance of market trend analysis and competitor strategies to develop effective customer service approaches. Recommendations include a greater emphasis on social media marketing, email marketing, and website optimization. The evaluation section focuses on how Costa utilizes online platforms to collect customer feedback and implement strategies to enhance customer experience and increase sales. The conclusion reiterates the importance of these strategies in meeting customer expectations and achieving high levels of satisfaction. The report concludes with references to relevant research papers.

CUSTOMER SERVICE
STRATEGIES BY
COSTA

TABLE OF CON TENT
INTRODUCTION
CUSTOMER SERVICE STRATEGIES BY COSTA STRATEGIES.
METHOD TO ACHIEVE THE CUSTOMER SERVICE STRATEGIES TO MEET NEED OF
CUSTOMERS.
RECOMMENDATION
EVALUATION OF CUSTOMER SERVICE STRATEGIES.

INTRODUCTION
 This presentation shows the strategies that is being used by Costa for better customer experience
and providing satisfactions.
 Various methods ands recommendation is being also mention for better understanding.

 This is the strategies that is followed b company in order to gain the customer
loyalty and satisfaction from the restaurant.
 Costa mainly focus on the customer review on their coffee and other foods
and beverages that is consumed and shows the level of satisfaction they are
gained.
 It is very important for company to improve the customer service strategies in
order to gain the better customer experience during on board to restaurant.
 It also attracts other customer in order to gain the competitive advantage in
market.
 These strategies are also used to other customer segment who are targeted by
company ad increase the sales volume. This strategies are:
CUSTOMER SERVICE STARTIES
BY COSTA

STRATEGIES
SEEK CUSTOMER FEEDBACKS
 To improve the customer experience by Costa, feedbacks are
being taken by company through forms and online sours like
google form.
 This can help company to know the reviews of food quality,
infrastructure and experience of restaurant that they gained.
 The services of staff and company are also being taken into forms
that can further be analysed and implement according to customer
reviews.

CRM PLATFORMS
 One of the trending tools that is being used by company to maintain the public relation and brand
image in market.
 This tool help company to use the data of customers and make changes according their demand and
expectation that customers are looking for.
 It also increases the customer experience who are visiting the restaurant for first time and make them
as a loyal customer for long time period.

SOCIAL MEDIA
 These platforms are widely used by company and customers by known the
review of restaurant on Facebook page, Instagram page and articles or blogs
that are published by customer who have experiences the restaurant services.

METHOD TO ACHIEVE THE CUSTOMER
SERVICE STRATEGIES TO MEET NEED
OF CUSTOMERS.
FREQUENTLY FEEDBACKS
 Feedbacks from customers on food quality, price, interior and service they
revived from restaurant can help company to known the customer needs and
wants that are looking in market and expectations of customers they are
looking for.
 To meet the needs and wants of customers Costa uses this data to make
strategies and bring changes that need to go according to customer demands
and needs.

MARKET TRENDS
 Company need to analyse the
market trend that are being
followed by their competitor and
customer expectation they are
looking for.
 Trending market condition help to
create and develop the customers
service strategies accordingly.

COMPETITOR STRATEGIES
 Costa should analysis the
strategies of competitor that is
being followed by them in
order to attract customer
toward them.
 It helps to make better and
effective strategies for
customer service to meet
customer expectations.

RECOMMENDATION
 Focus more on social media marketing as it help to know about large audience
need and wants.
 Email marketing can be used by company to provide most attractive offers to
loyal customers.
 Website should be more attractive looking as it was the face of company.
 CRM tool should be used appropriately to know the customer future
expectation and maintain public relation.
 Focus more ion future trends that can change taste and preference for better
customer service strategies.

EVALUATION OF CUSTOMER SERVICE STRATEGIES
 Customer are mostly emerged in online platforms that are provided by various
platforms like Facebook and Tweeter that used to give their suggestion and
feedback on every thing which they used or experienced they gained from a
particular place or thing.
 It helps company to collect large data of consumers that has given their
feedback on these platforms and further used in implementing strategies
according to customer expectation and need.
 It takes time to collect the data from all platforms but it helps lot in making
strategies to provide with customer satisfaction and unique experiencing for
customers to attract and increase sales.