Customer Service Strategies to Enhance Retention and Loyalty by the Coca Cola Company Name: Rodney Wheeler Institution: Rasmussen College Date: 08/26/15 The Coca Cola Company is a multinational that has created strong global brand recognition. The company has adopted a strategy of making their products have a reception as cultural components. The strategy has been to make the diverse people of the world have a strong identification with the consumption of the Coca cola products. The company achieves this goal by maintaining their visibility in the potential markets and customizing their products to suit the consumption of the general population so that it acts as a social unifying factor. Coca Cola Company foundation has numerous initiatives worldwide where they give back to their market blocks by funding and promoting youth sporting activities. These activities unite the people in a region by enabling them to come together and support their youths in sports. These sporting activities produce iconic athletes whom a community looks up to represent them regionally, nationally and globally. This way the company simultaneously gives back to the people while it is strengthening its brand presence. The people thus share a coke as they enjoy watching the sporting activities. The company develops customized complementary items such as cups that the consumers use in the Coca Cola events thus making them comfortable as they enjoy the beverages. Running Head: Additional Company Research Additional Company Research In a bid to make Coca Cola as universal beverage, Coca Cola has ensured that it diversifies its brand beverages flavours and calorie composition. The company undertakes continuous research to ensure that the consumers’ tastes and health implications are always considered. The Company has launched several beverage flavours in the market globally to appeal to different consumers who may need something other than the classic flavour. This has enabled the Company retain its market share while serving its consumers with alternative flavours that appeal to their taste buds. Also, the company has endeavoured to produce low calorie beverages such as Coca Cola lite. The consumers thus get to feel that the company minds their welfare (Palumbo & Herbig, 2000, p.120). References Palumbo F. & Herbig P. (2000). The multicultural context of brand loyalty. European Journal of Innovation Management, 3(3), 116-125. Writing Assignment: Comic Strip or Political Cartoon Analysis You are required to submit the FINAL copy of this assignment, but you may first submit an optional DRAFT. This will allow you to receive qualitative feedback that can inform your revision. You should always avoid focusing solely on the grader’s DRAFT feedback; use the feedback as a supplement to the course lessons and your own revision ideas. Always expect to revise beyond what the DRAFT grader specifically notes. You have two options for this assignment: O.

1. Customer Service Strategies to Enhance Retention and Loyalty
by the Coca Cola Company
Name: Rodney Wheeler
Institution: Rasmussen College
Date: 08/26/15
The Coca Cola Company is a multinational that has created
strong global brand recognition. The company has adopted a
strategy of making their products have a reception as cultural
components. The strategy has been to make the diverse people
of the world have a strong identification with the consumption
of the Coca cola products. The company achieves this goal by
maintaining their visibility in the potential markets and
customizing their products to suit the consumption of the
general population so that it acts as a social unifying factor.
Coca Cola Company foundation has numerous initiatives
worldwide where they give back to their market blocks by
funding and promoting youth sporting activities. These
activities unite the people in a region by enabling them to come
together and support their youths in sports. These sporting

2. activities produce iconic athletes whom a community looks up
to represent them regionally, nationally and globally. This way
the company simultaneously gives back to the people while it is
strengthening its brand presence. The people thus share a coke
as they enjoy watching the sporting activities. The company
develops customized complementary items such as cups that the
consumers use in the Coca Cola events thus making them
comfortable as they enjoy the beverages.
Running Head: Additional Company Research
Additional Company Research
In a bid to make Coca Cola as universal beverage, Coca Cola
has ensured that it diversifies its brand beverages flavours and
calorie composition. The company undertakes continuous
research to ensure that the consumers’ tastes and health
implications are always considered. The Company has launched
several beverage flavours in the market globally to appeal to
different consumers who may need something other than the
classic flavour. This has enabled the Company retain its market
share while serving its consumers with alternative flavours that
appeal to their taste buds. Also, the company has endeavoured
to produce low calorie beverages such as Coca Cola lite. The
consumers thus get to feel that the company minds their welfare
(Palumbo & Herbig, 2000, p.120).
References
Palumbo F. & Herbig P. (2000). The multicultural context of
brand loyalty. European Journal of Innovation Management,
3(3), 116-125.
Writing Assignment: Comic Strip or Political Cartoon Analysis
You are required to submit the FINAL copy of this assignment,
but you may first submit an optional
DRAFT. This will allow you to receive qualitative feedback that

3. can inform your revision. You should
always avoid focusing solely on the grader’s DRAFT feedback;
use the feedback as a supplement to the
course lessons and your own revision ideas. Always expect to
revise beyond what the DRAFT grader
specifically notes.
You have two options for this assignment:
Option #1: Analysis of an Individual Comic Strip or Political
Cartoon
Choose one comic strip or political cartoon. If you visit the
website of a newspaper such as The
Baltimore Sun, The New York Times, The Washington Post,
etc., you should be able to search
for comic strips or political cartoons easily.
Which techniques does the creator of the comic strip use? How
does the creator make
his/her point in the comic strip? What do we learn about the
characters and/or ourselves
from this comic strip or political cartoon? If colors are
available, what do they tell us about
this comic or cartoon? What language is used and how can that
be interpreted?
And importantly, which of the key terms from the topic lesson
can you discuss in your
analysis? For example, how do elements of imagery, symbolism,
metaphor, and/or irony help
reveal the cartoon’s message?

4. As with all academic essays you write in this course, this essay
should have a well-defined
introduction with a thesis statement, body, and conclusion.
In essence, what are some of the physical elements present in
the cartoon1—characters,
text, colors, etc., along with figurative elements such as
metaphor and symbolism, that help
to explain the cartoon’s message? It can be helpful to focus on a
single element in the
cartoon in its own body paragraph (include the element in the
topic sentence and in the
thesis) and describe how it portrays the cartoon’s message
before moving to the next
cartoon feature in a new paragraph.
Sample Thesis Statement: “John Smith uses (add one element
from the cartoon), (add a
second element from the cartoon), and (add a third element from
the cartoon) to show (add
the cartoon’s message).”
Option #2: Analysis of Multiple Comic Strips or Political
Cartoons
1 A successful analysis will go beyond the obvious, literal
elements of the cartoon and will analyze figurative
elements, too. Use the course topic lessons to inform your
analysis.
Choose two political cartoons or comic strips created by the

5. same person. Which techniques
does the creator of the political cartoons use? How does the
creator make his/her point in
the political cartoons? Which characters, if any, are present in
both political cartoons? What
do we learn about the characters and/or ourselves from these
political cartoons? How does
the language transmit the creator’s message? Using a
comparison or contrast mode of
development, draw conclusions about the techniques the author
uses in the political
cartoons and how they apply to our lives. As with all academic
essays you write in this
course, this essay should have a well-defined introduction with
a thesis statement, body,
and conclusion.
Use the point by point or subject by subject structure to
compare and contrast about three to five
elements found in the cartoons that help to explain how they
apply to our lives or to a message
present in today’s society. After you compare and contrast in
each paragraph, be sure to explain the
message those elements and the cartoons help to depict.
Sample Thesis Statement: “John Smith’s cartoon strips Cartoon
1 and Cartoon 2 use (add one
element from the cartoon), (add a second element from the
cartoon), and (add a third element from
the cartoon) to explain (add the cartoons’ message).”

6. Be sure to document the cartoon or comic strip on a Works
Cited page. Please visit the following
source for citing an electronic image:
http://owl.english.purdue.edu/owl/resource/747/08/
The guidelines for this assignment are as follows:
Length: This assignment should be at least 500 words.
Header: Include a header in the upper left-hand corner of your
writing assignment with the
following information:
toon Analysis)
Format:
-style source documentation and Works Cited2
-right corner of
each page
2 This resource may be helpful as you are making MLA
formatting decisions:
https://owl.english.purdue.edu/owl/resource/747/01/
http://owl.english.purdue.edu/owl/resource/747/08/
https://owl.english.purdue.edu/owl/resource/747/01/

7. -spacing throughout
imesNewRoman, Calibri)
.doc, .rtf, or .txt
Underline your thesis statement in the introductory paragraph.
Running head: CUSTOMER SERVICE TRAINING
2
CUSTOMER SERVICE TRAINING
Customer Service Training
Name: Rodney Wheeler
Institution: Rasmussen College
Date: 08/24/15
Customer care service refers to the provision of service to the

8. customers during, before and after purchase. Consequently, it
may vary by an industry, service, product and individual
customer. However, the perception of achievement of such
relations is independent on workers who can suddenly adjust
themselves to the traits and need of the guest.
Customer service training program, contributes significantly to
an excellent customer service. When a company provides
training for the team eventually their skills will increase.
Trained employees demonstrate professional customer service
skills and further improve customer loyalty and satisfaction.
The company retains their customers as well as improving
profits through good customer service. Moreover, satisfied
customers open up more to extra sales messages as they also
refer more customers to the same company.
For instance, Apple customer service training program has
greatly added up to their reputation. The trained employees
have the same language and process to serve their customers.
Those working online chat with the clients or even call or allow
the customers to call back to help them. They listen to them
humbly a trait that attracts many customers to buy their
technology and online products. However, everyone employed
to work in Apple retail store should complete a concentrated
fourteen day training program
The training manual covers all from using Analytical Service to
Genius characteristics and actions. The employees have been
given instructions on how to act on the sales floor. The program
emphasize on empathy, confidence, good communication and
feedback provision to the customers. Employees are instructed
to be very understanding to their client and help where possible.
They also need to give immediate feedback to other workers, if
they realize their
Interactions with the clients does not put up with their
standards. However, positive language has attracted too many
customers to buy their phones and other electronics. Therefore,
training program for the customer service enhances productivity

9. and company growth.
References:
Evenson, R. (2011). Customer service training 101.
Gee, V., & Gee, J. (2000). The customer service training tool
kit: 40 training activities for customers service training. N.Y:
McGraw-Hill.
United States. (1997). Corporate Education Training Program
for Customer Service: A reference guide for Customer Service
and Taxpayer Service training program guidelines and course
description. Washington, D.C.: Dept. of the Treasury, Internal
Revenue Service.
References
Conway, K., Gustafson, D., Danson, Capers, K.H., & Brown, D.
(2012) U.S. Patient no.8,094,790. Washington, DC: U.S. Patent
and Trademark Office.
Gallo, C. (2012). The Apple experience: Secrets to Building

10. Insanely Great Customer Loyalty (ENHANED
EBOOK).McGraw Hill Professional.
Running Head: WEBSITE ANALYSIS
1
WEBSITE ANALYSIS
2
Website Analysis
Name: Rodney Wheeler
Institutional Affiliations: Rasmussen College
Date: 08/12/15
Coca Cola Company has a website that is visually appealing to
the viewers. Regardless of whether you like the products that
the company is selling or not, it is hard to deny the fact that the
distinctive red color and the white font script makes the website
be a visual brand that is recognizable. The website has been
well organized and t is easy to find the information that you
need with just a glance. The website is user friendly and it can
be minimized and maximized the center of the page, navigation
through the website is easy. The site main focus is the
advertising of Coca Cola products showing the important
products, most search information and proportion that are
ongoing. These products are appealing to the one who is
viewing the website.
Coca Cola is a company that has millions of customers all over
the world. These customers have different needs and the
company strives to ensure that they have captured almost all the
needs that their customers have. When you visit the website,
you can be able to change to country so that you can get
information that is relevant o your country. In the website there
are different categories that are for the customer like the sports,

11. brand, promotion, history and most popular searches that have
been done. The site also encourages customer diversity loyalty
by having innovative campaigns like share a coke. The
campaigns have demonstrated that having a marketing that is
emotionally resonant; will create loyalty among the customer.
This in turn leads to high volume of sale from coca cola.
The company is open about the business and it allows the
customers to be able it review what is going on behind the
scenes. For instance in these site, there is information like
financial performance, innovation, marketing strategy and
future plans.
Reference
http://us.coca-cola.com/home/
COCA COLA COMPANY
Interactive Visit / Personal Observation
Name: Rodney Wheeler
Institution: Rasmussen College
Date: 08/07/15
How do the employees work together as a team?
Coca cola employees work together through functional
interactions, in every product development food technologist
research on new products and clarity of changes in new
products, the financial team does the product feasibility study
determining the financial implications with regard to the
products while the marketing team sheds light on the market
research results pertaining to the sale product. The whole
product production process and availability in the market id
dependant on the interactions between the different
departmental employees, through this emphasis and team work

12. coca cola ensures better performance and outcome for its
product. In this process for the syrup are produced, distributed
to bottlers who bottle the product and engage the marketing and
distribution team to ensure they reach the consumer on time and
in great quality.
In what ways are they helpful to their customers?
The employees teamwork is helpful to the consumer as the
teamwork effort ensures consist delivery of quality products
that build the trust for the product ensuring that consumers have
knowledge of the product and the marketing team is financially
supported to ensure that consumers are able to reach the product
and employees are motivated to produce quality output to the
benefit of the consumer.
Do they appear to be motivated? Provide an example.
The coca cola employees appears to e motivated due to the
feeling of being valued as they given opportunities that enables
them tom take part and contribute to team work effort, they are
given the opportunity to be innovative and share the ideas that
successfully contribute to overall success of the company
objectives. This participation creates a friendly environment for
them and encouraging them to perform and be rewarded
whenever they surpass performance target.
What, if anything, is unique about their customer service?
Coca cola customer service is unique as it addresses customer
concerns, listen to them and provide befitting solution given by
the various account management teams that provide service and
tailored support to each customer needs.
Do you feel valued and appreciated as a customer? Explain
Yes, this id due to the fact that unlike many companies coca
cola engages its customers in conversations on social media
platform responding to each and every question. Their direct
customer line experience very little delay and through social
media coca cola allows me as a consumer to participate in the
decisions they make concerning the brand preference, thus

13. informing feeling of appreciation.
References
www.coca-colacompany.com/our-company
Andrew Y, (1996). History of coca cola…Who invented coca
cola? New York, NY: Rutledge.
Flamholtz, E. and Randle, Y. (2011) Corporate Culture: The
Ultimate Strategic Asset, 3rd Ed. New York: Harper Collins.
Customer Service Strategies to Enhance Retention and Loyalty
by the Coca Cola Company
Name: Rodney Wheeler
Institution: Rasmussen College
Date: 08/26/15
The Coca Cola Company is a multinational that has created
strong global brand recognition. The company has adopted a
strategy of making their products have a reception as cultural
components. The strategy has been to make the diverse people

14. of the world have a strong identification with the consumption
of the Coca cola products. The company achieves this goal by
maintaining their visibility in the potential markets and
customizing their products to suit the consumption of the
general population so that it acts as a social unifying factor.
Coca Cola Company foundation has numerous initiatives
worldwide where they give back to their market blocks by
funding and promoting youth sporting activities. These
activities unite the people in a region by enabling them to come
together and support their youths in sports. These sporting
activities produce iconic athletes whom a community looks up
to represent them regionally, nationally and globally. This way
the company simultaneously gives back to the people while it is
strengthening its brand presence. The people thus share a coke
as they enjoy watching the sporting activities. The company
develops customized complementary items such as cups that the
consumers use in the Coca Cola events thus making them
comfortable as they enjoy the beverages.
Running Head: Additional Company Research
Additional Company Research
In a bid to make Coca Cola as universal beverage, Coca Cola
has ensured that it diversifies its brand beverages flavours and
calorie composition. The company undertakes continuous
research to ensure that the consumers’ tastes and health
implications are always considered. The Company has launched
several beverage flavours in the market globally to appeal to
different consumers who may need something other than the
classic flavour. This has enabled the Company retain its market
share while serving its consumers with alternative flavours that
appeal to their taste buds. Also, the company has endeavoured
to produce low calorie beverages such as Coca Cola lite. The
consumers thus get to feel that the company minds their welfare
(Palumbo & Herbig, 2000, p.120).
References
Palumbo F. & Herbig P. (2000). The multicultural context of
brand loyalty. European Journal of Innovation Management,

15. 3(3), 116-125.
Running head: COCA-COLA COMPANY OVERVIEW. 1
COCA-COLA COMPANY OVERVIEW 5
Coca-Cola Company Overview
Name: Rodney Wheeler
Institution: Rasmussen College
Coca-Cola Company Overview
In this project, we are going to review the Coca-Cola Company.
Coca-cola is an international business corporation that deals
with manufacturing, vending and distribution of non-alcoholic
drinks. It has is main headquarters in Atlanta, Georgia. This
company was invented by a pharmacist by the name John Stith
Pemberton in the year 1886.The formula used by John and the
brand itself were later on bought by Asa Griggs Candler in 1889
and later, in 1892; he incorporated the coca cola company.
Using his marketing strategies, he has grown the company to its

16. dominance today in the soft drink market in the world. The
company has been in existence for a long time since 1886 to
date, marking 129 years in business. The company has so many
outlets and branches all over the globe, and it has been a big
source of employment from generation to generation. Currently,
the company holds over 129.2 thousand employees worldwide.
The company offers a wide range of products and services. Its
products are mainly carbonated non-alcoholic soft drinks in the
form of syrup or beverage concentrates. The company has over
300 brands which include Fanta, coke, sprite, fruit juices, lift,
Dasani, etc. Services offered by this company are mainly
customer services that include receiving and handling
complaints, answering questions about the company, receiving
orders and withdrawals, etc. The company meets its consumer’s
needs by offering them a variety of products to satisfy each
consumers preference, providing good customer care services,
making sure that their products are available in the market for
easy reach by the consumer and producing high quality and
healthy products.
Coca-cola does not necessarily have one primary consumer
since it targets and tries to fulfill the needs of many different
kinds of people as seen from their wide variety of products. The
direct targets for the company are outlets such as supermarkets,
retailers of soft drinks; leisure parks among other while the end
and indirect targets are lots and lots of individuals who
consume soft drinks.
The main reason for choosing to review this company is because
it is one of the leading companies in the global market that have
persisted for so long, and it is still getting stronger. It has been
able to meet effectively the needs of their consumers over time,
has good systems in place to interact with their consumers and
it has a very strong customer base.

17. References
www.coca-colacompany.com/our-company
Andrew Y, (1996). History of coca cola…Who invented coca
cola? New York, NY: Routledge.