Coca-Cola: Creating a high-performance one-to-one communication platform

Date published: 10-2022 | Category: Our work

Challenge: going beyond the consumer

Our client’s challenge was to generate and deploy content in a complex omnichannel environment and design true interaction experiences with brand stakeholders, identifying and engaging SuperFans.

Solution: one message across all channels

We created the CIC (Consumer Interaction Center) for Coca-Cola. Through continuous active listening and mapping of the consumer journey, the CIC has enabled Coca-Cola to generate relevant content in real-time, as well as to plan customer experience campaigns to communicate with an increasing number of consumers, addressing the need to connect with the company and its brands through social media.

This data-driven approach allowed Coca-Cola to generate long-term relationships and trust with all audiences.

Results: a constantly evolving and growing digital community

In the Central Latin America region alone, Findasense managed 97 social media channels totaling more than 9 million consumers. In addition, we achieved:

• Almost 900k new fans or followers
• More than 4.9 million expressions
• Over 852 million impressions

Awards

The program was selected as the Best Entrepreneurial Innovation at the Coca-Cola Company’s World Marketing Awards. In addition, CIC was awarded the Silver Stevie Award, the most important business award in the world, for its innovative relationship platform with its consumers and stakeholders, as well as for the digital management of brands in social networks. Specifically, CIC was recognized in the category Awards for Innovation in Customer Service & Contact Center, for its innovative formula of generating content in real time and interacting with consumers 365 days a year on social networks, websites, email and telephone.