Yum Company

Topic 2

How is the company's customer service philosophy described in the video? Your thoughts about this approach?

On the video they said that the only way to achieve full customer satisfaction is if the crew members’ act on the best possible interest for the company. Also they pointed the importance of making the customer experience at the restaurant unforgettable. The restaurant philosophy is that every time a customer enters in any of the franchise restaurant, they should be treated well. They also explained that the only method of make employees perform in a positive and friendly manner is if they feel motivate and work in a positive environment. Besides, employees that exceed expectations must be reward for their performance. I think that YUM! Customer satisfaction technique is very effective because they known that employee are dealing directly with customer and the way to maintain certain level of customer loyalty and bring new customers to the restaurants is if the customer satisfaction is excellent.

Topic 7

What is your key learning from this video case?

I learned a lot from the YUM videos because it provided information that is clear and specific. If I compare YUM marketing strategy with the strategies used by McDonalds and Pepsi on the other videos, I could say that the strategies are very similar. On these videos, they explained the importance of understanding the environment of any possible target for a future restaurant, how to adapt to then, and how to face new challenges in order to be successful. For example, on the video they talked and explained how they overcome different challenges that new market bring when they open new restaurant outside the country borders. However, the key point that got my attention the most was when Peter Bassi President of YUM! Restaurants International explained the challenge they faced in Brazil because Brazilian do not like to touch the food with their hands. I like when he said that the company will...