The purpose of this presentation is to define, determine and outline the service/quality problems of Nestlé Nespresso SA, followed by solutions provided for the problems and the issues highlighted earlier with specific focus on digital dimensions of the service delivery.

1. Customer Services
Management Evaluation

2. Agenda
• Organisation Brief
• Identified service problems
• Suggested improvements
• Expected results
• Questions

3. Organisation Brief
Nespresso’s core service is to enable anyone to create the perfect
cup of espresso at home.
• Operations in more than 50 countries world-wide
• More than 7 000 employees
• Above £2,4 billions sales revenue for 2011
• Two distribution channels:
– 270 Boutiques around the world
– Web page
• Customer Relationship Call Center
• On-line purchases

4. Identified Service Problems
• Web page
– too “flashy” and “too much fluff”
– too heavy
– difficult to find information on
– no simplified version available
– high variance in different countries

5. Identified Service Problems
• Social media
– Ignorance of negative comments & suggestions
– Ignorance of questions on corporate intentions
• Service Recovery
– passive approach
– standartised
– apology
– no follow up
– promotion of new products
– rare compensation

6. Identified Service Problems
• Boutiques
– high variance in customers’ perceptions of service
– longer than expected waiting times
– “Pretentious” employees attitude
• Environmental/Ethical issues
– aluminium capsules
– strong relationship with Nestlé image

7. Suggested improvements
• Web page
– Higher content quality (not only on Ecolaboration)
– Quicker to download
– Semi-standartised web pages world-wide
– Easier to use
• better navigation
• all-time present breadcrumb tail
• all-time present search section

8. Suggested improvements
• Social Media
– listen & reply to negative comments and suggestions
– be a hub for customers to engage with the brand and each
other
• Service Recovery
– pro-active approach
– personalised
– broader use of compensation
• Boutiques
– front-line management training on leadership
– reduce waiting times

9. Suggested improvements
• Environmental/Ethical issues
– benchmark best practices for capsules collection
– stimulate customers to collect capsules
– Benchmark the AAA Sustainable Quality ™ Program to Nestlé

10. Expected Results
• Increased Customer Satisfaction
– better service at boutiques
– easier access to information about Nespresso’s
products
– improved experience on the web page

11. Expected Results
• Improved Brand Image
– aluminium capsules disadvantage overcome
– strengthened authenticity of brand`s devotion
to ethical and environmentally friendly
business
• Social Media as source of ideas and
opportunities for growth and development