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SOMERS, N.Y. -- Retailers have been receiving special visits from the Pepsi Bottling Group, Inc. this week, as the company held "Customer Appreciation Week" to personally thank each customer for their business.
"Customer Appreciation Week" is one part of the PBG's new customer service agenda known as Customer Connect. This multifaceted initiative encompasses new business processes, tools, and technology designed to dramatically enhance PBG's service capability for all large and small format channel customers.
"We believe that outstanding customer service is a winning strategy for growing our customers' businesses and our business," said Brent J. Franks, chief customer officer for PBG, in a statement. "We rolled out Customer Connect across our U.S. territories on Jan. 1, and the early results are very encouraging. We're making progress on every metric across the supply chain, and that's translating into better service for our customers, which in turn is driving their businesses. This week, we want to thank them for their partnership and assure them that there's more progress to come from PBG."
Throughout the week, PBG's sales force -- from the c.e.o. to regional sales managers to frontline delivery drivers -- have called on their customers to provide greater detail about the company's renewed focus on service excellence and how that effort is addressing the retailers' most pressing challenges.
One area of concern identified by customers was out-of-stocks (OOS). PBG said it developed a comprehensive approach to reducing OOS that spans the entire supply chain. Leveraging the advantages of a DSD system, PBG has optimized several processes and introduced new tools to improve forecasting, warehouse logistics, and in-store execution.