Samenvatting

This research aims to visualise the Customer Journey map for CCEP to convince the company to invest in customer experience to maintain customer loyalty and strengthen it. Furthermore, this research aims to identify any other improvements that will lead to efficiency within the hospitality department.

‘How can CCEP improve its customer experience before, during, and after the VIP Hospitality days’
In support of the research question, the following sub-questions will be answered:
- What does a VIP Hospitality Day hosted by Coca-Cola look like?
- What is the internal experience on the VIP Hospitality days?
- How do customers experience the VIP Hospitality days?
- What would a perfect VIP hospitality day look like, according to online sources?
- What can Coca-Cola implement to improve their VIP hospitality days?