Hey mate, how’s going?A lovely weekend are coming!Welcome to visit this blog on time!Emm,this week Jack is going to lead you to Coles to see how this supermarket going with it’s business and why this supermarket Coles,has a place in Aussie’s heart. Want know more?Come with me!(Readers:We are the big fans of woolworth!Yeah! Don’t care about Coles! Jack:That’s fine..= =|||)
Ok,here’s a table from The social economy report arranged by MGI, tells you some ways that social technologies can add value in organizational functions. Let’s see below.
Table 1:
That’s it. As we can see from the table, there are ten ways for creating additional value in organizational functions. Today I am going to mention 2 aspects:”The marketing and sales” aspect and “The customer service” aspect.
As a supermarket, Coles did very well in marketing communication and interaction.
Coles offers almost the lowest price for customers in daily necessities.They deliver all information short and sweet.Not only about goods and prices,but also about some weekly special stuff.What’s the biggest problem you are going to face when you shopping?Finding out what you want among variety of wares.Is that true? I hate that anyway.In Coles, you can see goods information in very prominent positions with logical classification. Even the goods are on weekly special with super low prices, you still can find them easily. Further more, web 2.0 technology is smartly used in Coles’ sales strategy.There is a mobile app especially designed to assist customers to have better shopping experiences.Here is a screenshot about this app.
Several useful functions,right?With this app, customer can obtain information that both what they want to know(e.g.: Find products) and what Coles wants to tell you(e.g.:weekly sepcial) within this little screen!
Let’s play with some functions.See the pic below!
See,it not only tells you the product details, but also tells you where it is located!Easy to find!Pretty hommization design, isn’t it?
That’s why Coles has gathered so many flybuyers(The memberships of Coles). Coles offers diverse ways to deliver sales information. Coles not only tells you about what they offered, but also thinking in your side, tells you where are the goods you want!What a lovely Customer-Centric supermarket!
Meanwhile, Coles did very well in market research and customer insights.Wanna tell any suggestion or ideas to Coles? Super simple stuff! So many different channels to get this done.Leave comment on Coles’ official Facebook page,Job done! Tell Coles via Twitter,job done! Say something on Coles’ official blog,job done! Even, deliver your ideas with Coles mobile app,job done! Numerous numerous!Pick up one you like!
Diversified channels to deal with customers’ suggestions and complains really give help hands for Coles to do market research, as well as customer insights.
Really worth taking time to talk about the customer service in Coles. Humanized as usual. Plenty of staffs arranged for assisting customers to deal with any shopping issues including price scanning; finding goods’ location;payment issues etc.What makes me feel very comfortable is that staffs will automatically go beside you when you are in shopping trouble,they are looking for anyone needs shopping assistance,but not waiting for customers to ask for help.That’s why I am regarding Coles as a customer-focused supermarket. Not over yet, as it is mentioned above, some useful functions can be found in Coles’ mobile app as well.Finding products;scanning product price(mobile camera support needed); even recording shopping list! All these can be achieved easy as pie with your cell phone. Get something to complain?Feel free to go with it! Coles treats you as a god I promise!
True story of Jack,few months ago I was not happy with a box of strawberry brought from Coles. I brought two boxes of strawberries and I found one box of strawberries were a little bit smaller than the other one. I was thinking that this issue is too small to be mentioned, but finally I went Coles to deal with this stuff. The customer manager gave me 2 boxes of strawberries and a $10 voucher..Felt really warmed!
Every business wants make more profit, that’s the way it should be.As a business company, obviously, Coles wants make more money,but the thing is, Coles making more money in a very acceptable way.It is not like some other businesses just focus on profits. Coles makes you feel like you are the boss when shopping.
It is all about “Cheers!I will be your membership! I really like your services!”
but not about “Finish the payment first then you can enjoy nice services!”
That’s how Coles create value with the assistance of social technologies and why Coles can still towered among so many competitors. I am going to be the “boss” again tomorrow afternoon. Swag!
Allright, that’s this week’s story!Hope you guys can enjoy it!Cheers friends!
Eh by the way,if you read my previous blogs you may ask why “Readers” are so silent today?! They were all very active in previous week’s blog and did a lot interaction with you Jack!
Jack is saying:”Remember,at the beginning, what readers said?”
Readers:”We are the big fans of Woolworth!”
Jack:”Come on you naughty!!!”
😀
Thanks for visiting!Hope to see you on time next week!
Yours,
Jack Li
All pics retrieved from:
A book named "Jack" 