A customer driven company is the venture that works hard to meet the demands of the clients in
the market. Customers are the reason why business ventures are set up and the customer driven
companies are likely to be successful compared to the ones that are not customer centric. A
customer centric company collects the feedback of the clients and works on them to ensure that
they are satisfied with the work done in the organization. This paper is a report that shows the
extent to which Coca Cola is a customer driven company. For each category the company is
rated on a scale of 1-5 as shown below.
1. Not at all
2. To a small extent
3. To a moderate extent
4. To a great extent
5. To a very great extent.
A. Vision, Commitment and Climate
In this segment our company had an overall score of 33 out of a possible 35 that is 94%. Our
company is totally committed to creating satisfied customers, the employees prefer to perform
tasks in the best way possible in the first attempt as opposed to the correction of the mistakes
from time to time. Basing on the actions of the executives, one will clearly see that customer
satisfaction is important. Our goal is to exceed the expectations of the customers in the things
that matter most to them. The area that scored the least marks in this category is that that there is
little emphasis on whether being customer focused determines who gets ahead in the company or
not. The organization is totally committed to delivering quality and the service to the clients
supersedes the other internal needs of the company. In the section about vision, commitment and
climate, the company scored 33 out of the possible 35 which represents a percentage score of
B. Using and Communicating Customer Information
Our company knows how the clients define quality to a greater extent. To a moderate extent, the
company provides opportunities for the employees to at various levels and functions to meet the
customers. The company understands the customers’ expectations to a greater extent. The
company regularly gives information to the customers to that shape the realistic expectations to a
very great extent. The key managers also clearly understand customers’ requirements to some
extent. There is an agreement about who the real customer is to a greater extent and our
executives have frequent contact with the customer.
C. Reading out for Our Customers
To the greatest extent, we make it easy for the customers to do business with us, the employees
in the organization and encouraged to do their best to serve the customers well, we try our best
resolve all the complaints made by the customers and we make it easier for the customers to
complain about our products and services.
D. Continuously improving Our Process and Products
The functional groups cooperate with each other to reach the shared goals instead of competing
with one another to a moderate extent. We conduct a research on the best practices applied by the
other companies to learn how to do things better to a very great extent. We also work
continuously to improve the quality of our products and services to a very great extent. We
systematically try to reduce our research-and- development cycle times to a greater extent. We
are quick to solve the problems with the quality of the products and services to a great extent and
we invest in the development of innovative ideas to a moderate extent.
E. Aligning Ourselves with Our Customers
When it comes to selling, we play a partnership and role with the customers to a greater extent
with the aim of making them make the right choices and get the best products that will satisfy
them. We avoid promising more than what we deliver in our advertising and promoting materials
to a very great extent. We know the attributes of our products and services that our customers
value most to a very great extent. The information from customers is used in designing our
products and services to a very great extent because they are the reason why we are in business.
We also strive to be the leader in our industry to a very great extent.
F. Readiness to Find and Eliminate Customer’s Problems
To a very great extent, we monitor the complaints made by the customers and use them in the
improvement of the products that we provide, we regularly ask the customers to give us feedback
about our performance, the complaints made by the customers are analyzed and used to identify
the problem in the quality of the products that we provide in the company and we look for ways
of eliminating the internal procedures and systems that do not create value to our customers.
G. Competence, Capability and Empowerment of People
We treat the employees in the organization with respect to a very great extent as a way of
encouraging them to work better. The employees at all the levels have a good understanding of
our products and services to a very great extent. The employees that work with the client are
provided with the necessary resources to a very great extent to ensure that they provide the best
products and services. In the event at the lower levels of the organization, the employees are
empowered to use their judgment when quick actions are required to a very great extent. The
employees feel they are involved in exciting enterprise to a very great extent. The employees that
are working at all the levels are involved in making decisions in some aspects of their work at a
very great extent. The employees are cross-trained so that they can fill in for each other when
necessary to a very great extent.
Our company is doing its best to be customer centered to ensure that they provide the best
products and services with the aim of making sure that they are pleased with the company. All
the companies are supposed to do their best in meeting the needs of the clients as much as they