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Knorr is one of the most requested food companies in the world.
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Ensuring a good shopping experience is essential to achieve consumer loyalty.
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Complaint follow-up is essential to liven up a bad shopping experience with our brand.
A consumer has found insects in your Knorr productbut he reported it to the brand and they sent him a package to regain his trust.
Today there are endless brands that offer consumers around the world the opportunity to make some pre-prepared productswhich manage to get out of trouble due to time or lack of creativity when they decide to feed themselves, economically benefiting some important brands.
Among some of these companies that provide quick solutions in food, a Statista study on the most purchased FMCG brandsshows that Maggi manages to position itself strongly in the market by recording 2,489 million times acquired worldwide during 2017, while Nescafé positioned itself lower with 1,955 million times, Knorr with 1,748 million times, among other companies that They are in charge of preparing food.
Faced with the development of products of this magnitude, brands have different elements to take into account when taking their items directly to the hands of consumers, going through different means of transport, logistics processes, quality, intermediaries and others. actors involved; however, and taking into account the hard work that this entails, inconsistencies in products are a reality from which few brands can escape.
A user on TikTok has shown her particular situation with the Knorr brand, where she would have found some insects inside an instant soup, for which she chose to make a claim to the brand and, following providing her data, she chose to recover her confidence with a few “easy” steps.
@ marti.rivera #knorr #claim #claimproducts #weevils #fideos #fyp ♬ Monkeys Spinning Monkeys – Kevin MacLeod & Kevin The Monkey
To regain consumer confidence following witnessing this product failure, Knorr (although the culprit might have been the store where the soup was purchased) chose to send a gift package with more soups and products of the brand, a fact well received by the “victim”.
Among the comments of the users when seeing this situation are “it is not a factory problem, it is a storage problem in the store where you bought it”, “claim the store where you bought it”, “I made a claim in Rexona for a deodorant and they sent me the same deodorant and three soaps”, “and I just get mad at the shopkeeper”, among other thoughts that safeguard the identity of the brand.
Indeed, there are endless actors involved in bringing a product directly into the hands of the consumer, where the inconsistencies in these packages may have nothing to do with their manufacturing process; however, brands still need to ensure that they provide the best experience for their customers and thus continue to retain their trust, loyalty and revenue (reality that can be easily achieved if the necessary efforts are involved in the area of customer service).
Example of brands that have proven to find customer service and follow-up on complaints a good opportunity to regain the trust of their consumers, we have it with Alpura, when one of his clients bought a cream with a somewhat unusual appearance; However, she is, she reported it to the corresponding area and the brand also sent her a package with some company products to ease her situation.
@valejhovs 10/10???? #alpura #report #fyp #fyp #parati #toasts #service #trend #crema #tinga #jonnydepp #drstrange ♬ use this if youre gay – alex ᥫ᭡
The follow-up of complaints is essential to liven up a bad shopping experience for our consumers.
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