9
NEW LOOK REFRESH FOR SUMMER A brand new look for our customer magazine to help keep you refreshed all summer long We are delighted to introduce the new drinks ranges, ALTERRA COFFEE ROASTERS™ & THE BRIGHT TEA CO.™ ANOTHER SATISFIED KLIX CUSTOMER INTERVIEW WITH DAVID FLOCHEL ALL NEW! We interview our new Sales Director for KLIX UK, read on to find out about his thoughts and aspirations for the UK business. FLAVIA DELIVERS THE PERFECT BREW A customer of KLIX for over four years, JJ Food Service tell us why his company chose KLIX for its 996 employees.

A l New look ReFReSH FoR SummeR - KLIX Vending · New look ReFReSH FoR SummeR ... elements of customer satisfaction such as Rose Brown Marketing Co-ordinator ... around the Royal

Embed Size (px)

Citation preview

New look ReFReSH FoR SummeRA brand new look for our customer magazine to help keep you refreshed all summer long

We are delighted to introduce the new drinks ranges, ALTERRA COFFEE ROASTERS™ & THE BRIGHT TEA CO.™

ANotHeR SAtiSFied kliX CuStomeR

iNteRview witH dAvid FloCHel

All New!

We interview our new Sales Director for KLIX UK, read on to find out about his thoughts and aspirations for the UK business.

FlAviA deliveRS tHe peRFeCt BRew

A customer of KLIX for over four years, JJ Food Service tell us why his company chose KLIX for its 996 employees.

welCometo tHe SummeR editioN oF ReFReSH mAGAZiNe kliX ReveAlS

CuStomeR iNSiGHtSAt Mars Drinks we welcome feedback from all our customers as this helps us to continuously improve upon our services and products. We’d like to thank all our customers who have contributed their thoughts. We recently received the results from our customer loyalty and satisfaction survey and couldn’t wait to share the findings with you!

It’s great to hear you’re pleased with key elements of customer satisfaction such as

Rose Brown

Marketing Co-ordinator

02 03

Value for Money, Account Management and Maintenance. We’re pleased to hear that should you encounter the occasional technical problem, they are handled quickly and effectively.

If you’d like to share any ideas or feedback you have about the service that Mars Drinks supplies. Please get in touch by emailing [email protected] or tweeting us @Marsdrinks_UK.

04 iNteRview witH dAvid FloCHel FRom kliX 06 mARS dRiNkS

mAkiNG tHe NewS

07 ANotHeR SAtiSFied kliX CuStomeR 08 teAm tAlk witH

dAvid FeRGuSoN HeAd oF SeRviCe At mARS dRiNkS uk

09 NeSCAFÉ Gold plAN GoeS GloBAl 10

11 mARS dRiNkS meet & GReet StAGeCoACH 12 FlAviA deliveRS

tHe peRFeCt BRew

14 FAll iN love witH kliX CompetitioNS! 15 Fill youR oFFiCe

witH CHoColAteS

iNSideR iNFo witH pAulA mooN FRom NeStle

Welcome to this very special edition of refresh! Not only is it the summer issue, but we’ve taken your feedback on board and given our newsletter a refresh of its own.

The new look is carefully designed to showcase the most important news, bring you a real insight into how Mars Drinks™ is working to support you and your businesses, as well as providing all the latest offers and competitions.

In this issue we’ll be sharing the findings of our recent customer survey and introducing the latest hot drinks brought to you by the FLAVIA® single serve brewer. We’re also featuring interviews with some of our senior team who are focused on delivering you outstanding customer service.

We hope you enjoy reading this special summer edition, but as always, please do let us know your feedback – simply email [email protected]

Best wishes,

“It’s a really exciting time right now – both for me and for KLIX. In April, I moved to the UK to take up my position as UK KLIX Director, after three years as KLIX Market Head in France. And I have to say it was a wonderful time to arrive in England. The sun was shining and the succession of bank holidays gave me plenty of time to settle in! Not to mention the excitement around the Royal Wedding. I am joking of course but it was a great time to arrive in the country and in the UK Mars Drinks business.

My first step since crossing the channel has been to get to know the UK market and you,

our customers. I am a firm believer in putting the customer at the heart of everything we do and one of my priorities is to get out and about and spend time finding out what you think about our product and services. At KLIX, we want to deliver the best customer service by understanding exactly what makes you tick. The results from the KLIX annual customer satisfaction survey have also helped us to identify how we can really tailor our service to suit your business needs – so you receive a truly fantastic experience from KLIX.

We would like to introduce you to David Flochel our new Sales Director for KLIX UK. David has been with our business for three years, working as KLIX Market Head in France, where he leaves behind a great legacy to come and join us in the UK. We interviewed David to find out what his thoughts and aspirations for the UK business are, read on to find out what he had to say.

Mars Drinks and KLIX are dedicated to producing and maintaining a sustainable business and we do all we can to assist our customers in doing the same. From energy efficient machines through to fully recyclable cups, every element of vending is considered.

Demonstrating this commitment, Mars Drinks was one of the founding members of Save a Cup which was set up in 1992 to collect and recycle vending cup waste.

Still going strong, Save a Cup was purchased by Shilling Investments in 2010 with the aim of transforming the company into a ‘social enterprise’. Save a Cup is now developing

further recycling capabilities by partnering up with the government body, Remploy that helps to provide work, training and support for people with disabilities.

Save a Cup continues to remain a trusted partner of Mars Drinks and since forming the company in 1992 over one billion cups have been recycled. And, each year we estimate that approximately 300 tonnes of KLIX cups are recycled.

More information about Save a Cup and recycling services offered by Mars Drinks is available on its website: www.save-a-cup.co.uk.

SAve A Cup witH kliX

What I’ve learnt from my background at Mars and more generally in sales and marketing is that it’s really important to build strong working relationships, not only with customers, but with the people you work with too. In France, we were able to offer a great KLIX service through teamwork. We all pulled together with one common goal – to be the best, to be a company that both customers and employees admired. If you can achieve this you’ll soon see the results. If I believe in one thing, it is about building accountability and a passion for our products and service, in all our associates.

I am very much looking forward to the challenge of this new role and to see KLIX go from strength to strength in the UK market and beyond. KLIX makes me tick and over the next few weeks and months, I want to find out what makes you tick.”

David Flochel

04 05

BuSiNeSS iNSiGHt

dAvid FloCHel

iNteRview witH

mARS dRiNkS mAkiNG tHe NewSAt Mars Drinks, we keep up-to-date with the latest news from around the world to ensure our services and products are as relevant as possible to all our customers.

We also stay in regular contact with the press to help keep you informed of the latest developments.

ANotHeR SAtiSFied kliX CuStomeR

‘Mars Drinks works closely with FMs across a wide number of sectors to deliver the highest quality range of drinks vending products and services possible.’ - FMX Magazine, January/February 2011

‘The in-cup technology used in KLIX drinks vending machines are low maintenance and every drink tastes great.’ - Auto Vending, April 2011

‘To ensure you can enjoy the freshest taste of any of the drinks selected, inside the KLIX OUTLOOK machine there are BRITA filter cartridges.’- Vending International, March 2011

‘KLIX® works with many well-known brands and is always looking for ways to increase the Fairtrade drinks available to its customers.’ - Auto Vending, February 2011

‘Mars Drinks is committed to providing drinks vending machines that deliver tasty drinks to refresh workforces as quickly and efficiently as possible.’- Tomorrow’s FM, March 2011

At KLIX we continuously strive to ensure our vending machines are versatile enough to suit any number of different businesses of all shapes and sizes. As well as including a varied selection of drinks and service options, we like to catch up with our existing customers to make sure they’re happy with their vending machines.

Recently we got in touch with JJ Food Service, the supplier of bespoke products and brands to customers throughout the UK, who has been benefiting from the range of drinks from KLIX for over four years.

Located in Basingstoke, Birmingham, Doncaster, Enfield, Manchester and Sidcup, the company has a total of 10 KLIX machines for its 996 employees to use.

We spoke to Charles Lodge, Facilities Manager at JJ Food Service, to find out his

06 07

CASeStudy

thoughts on the service provided by Mars Drinks and here’s what he said:

“Top class customer service, a broad range of the latest drinks ingredients and stylish machines all combine to make KLIX the ideal vending solution. I have already recommended KLIX drinks to a number of other organisations and would have no hesitation in doing so again.”

JJ Food Service’s uses the whole range of drinks from the nation’s favourite brands provided by KLIX to ensure a wide variety of drinks are enjoyed by its employee’s right across its six sites.

For further information about KLIX and how its drinks vending solutions can help your organisation, visit the website:www.klix.co.uk.

Here is just a quick snapshot of what has been making the news over the last few months:

NeSCAFÉ Gold plAN GoeS GloBAlWe know you enjoy the NESCAFÉ® Gold Blend and Alta Rica coffee options from your KLIX office vending machines, which is why we wanted to share the latest news with you. Nestlé has recently launched a global initiative to help ensure a long-term supply of quality coffee that has a reduced impact on the environment.

Backed by a £200 million investment over the next ten years, the Nescafe

Plan incorporates the company’s existing commitments to coffee farming as well as production and consumption.

Supported by the Rainforest Alliance, the Sustainable Agriculture Network (SAN) and the 4C Association (Common Code for the Coffee Community Association), the plan aims to truly make a difference from the coffee farmer through to the consumer - ‘beyond the cup’.

NeSCAFe.Co.uk/NeSCAFeplAN

How loNG HAve you woRked At mARS dRiNkS?I‘ve worked at Mars Drinks for six years: I started in our Field Technical team managing the Northern region of customer service technicians and have had different roles within the business before taking up the UK Head of Service position. Before Mars I worked in Corporate Services organisations for the semiconductor industries.

CAN you pRovide A SHoRt oveRview oF youR CuRReNt Role?My current role now consists of overseeing and directing all aspects of customer service. This includes: the provision of Field Technical support of

our machine base, ensuring our machines are always up and running, our call centre, so customers can order

drinks efficiently and with minimal hassle, our office based customer account team,

ensuring we’re in regular communication with our customers and making sure our service maintains the high standard they have come to expect, e-commerce, leading the evolution of our

e-business strategy and online shop.

wHAt iS youR GReAteSt ACHievemeNt to dAte iN youR time At mARS dRiNkS?Significantly increasing the engagement levels of my team - when the leadership team is engaged, it’s infectious and the results just flow. Our Net Promoter Score (customer satisfaction survey) nearly doubled between 2009 and 2010 which was great news! In the same period we also doubled the revenue we generated from office based staff.

wHAt do you tHiNk iS tHe moSt impoRtANt FACtoR iN pRovidiNG Good CuStomeRSeRviCe?Listening to customers, understanding and acting on their needs, as well as honouring service delivery commitments.

wHAt ARe youR plANS FoR mARS dRiNkS CuStomeR SeRviCe oveR tHe NeXt yeAR?To continue to build on our customer relationship management to make sure we keep our customers satisfied.

witH

StepHeN FeRGuSoN HeAd oF SeRviCe At mARS dRiNkS uk

08 09

teAmtAlk

wHAt’S youR Role At NeStlÉ pRoFeSSioNAl?I have worked for Nestlé since 1987 in a wide variety of roles. Since 1999 I have worked in Foodservice – Nestlé Professional as it is now known. My current role is Sustainability and NHW (Nutrition, Health and Wellness) Manager.

wHAt mAkeS youR dRiNk BRANdS So SuCCeSSFul? The beginnings of Nescafé can be traced all the way back to 1930, when the Brazilian government first approached Nestlé. Our coffee specialists set out to find a way of producing a quality cup of coffee that could be made by simply adding water. From this beginning, the Nescafé brand was born and it has flourished ever since. Across the globe, we now drink 4,600 cups of Nescafé

To give you an insight into what makes some of the brands that KLIX works with so special, we spoke to Paula Moon, Sustainability and NHW Manager, Nestlé Professional.

Paula Moon

every second. Nescafé Gold Blend was first launched in 1965 and is now Britain’s favourite premium coffee!

wHAt mAkeS mARS dRiNkS SuCH AN AttRACtive pARtNeR? In the same way as Mars Drinks, we take great pride in providing high quality products to all of our customers and consumers. We share a belief that sustainable development and production is key to our long-term business success. Also, we recognise that manufacturing and other areas of our business have an impact on the environment and the people who source, produce and consume our products.

For more information about the Nescafé Plan, please see www.nescafe.co.uknescafeplan.

Earlier this year, Mars Drinks went to visit the Newcastle Stagecoach sites, Watergate and Slatyford, to celebrate the launch of their new KLIX vending solution. The Mars Drinks promotional team was on hand to make sure that staff were able to make the most of the new machines after their successful installation.

Throughout the event staff at Stagecoach had the opportunity to try any drink from the KLIX machines for free! On the day there was also an abundance of Mars chocolate on offer and even a prize draw to win ipod shuffles!

The Mars Drinks team encouraged feedback from the staff at Stagecoach through a questionnaire to ensure the machines and drinks were tailored to staff requirements.

Out of the 198 questionnaires that were completed, an amazing 100% of them preferred the new vending machines to their previous vending provisions!

Tommy Blacker, Assistant Operations Manager from the Watergate Depot, said:

“Can I say a big thank you to Mars for attending the depot on behalf of the team here at Watergate Depot. I was overwhelmed at the amount of confectionary that was handed out and also with the quality of the prizes for the raffle.”

We really enjoy meeting new and existing customers and look forward to keeping you updated with our future events.

mARS dRiNkS meet & GReet

1110

iNSideR iNFo

For our tea loving customers, Mars Drinks has used its passionate associates and World Renowned Tea-ologists to develop THE BRIGHT TEA CO.™ brand and range of teas. THE BRIGHT TEA CO. brings a contemporary twist to the tradition of tea. The selection includes black, green and herbal teas so there is something for everyone at any time of the day.

ALTERRA COFFEE ROASTERS™ established in 1993 in the United States brings you good quality speciality coffees. ALTERRA™ is hard working coffee that you can feel good about drinking, and is a great fit with the FLAVIA brewer.

No matter what roast and flavour of coffee you like, ALTERRA has the perfect option to suit your individual tastes. And of course, you can make each of the ALTERRA coffees into a cappuccino, latte or mocha.

Good quality, hardworking CoFFEE ThaT YoU FEEL Good aBoUT drinking

13

FlAviA deliveRS tHe peRFeCt BRewDelivering you the freshest, high quality hot drinks has always been a priority for Mars Drinks. Thanks to our FLAVIA FRESH RELEASE SYSTEM™ you’ve always been able to enjoy a great selection of teas, coffees and hot chocolate – and now we’re delighted to introduce our new brands and drinks ranges that have been carefully selected to bring you the perfect hot drink every time.

12

myFlAviA.Co.uk

To find out more about the new range of drinks and discover the perfect hot drink for you, visit www.myflavia.co.uk.

Win a KLIX picnic se

Fill youR oFFiCe witH CHoColAteSEvery Mars Drinks customer has the opportunity to fill their office with chocolates courtesy of Mars Drinks. This Summer the lucky site was Safetykleen offices in Sheffield which was entered by their receptionist, find out what Anne Marie enjoys most about Mars Drinks.

wHAt dRiNkS diSpeNSiNG FACilitieS do you HAve?We have ‘Free Vending’ at our offices.

How mANy dRiNkS do youR employeeS Get tHRouGH iN A yeAR?Numerous, too many to count!

wHAt’S SAFetykleeN uk’S FAvouRite dRiNk?At the moment it is the minestrone soup, but it’s often the Latte.

wHAt do you like BeSt ABout mARS dRiNkS?The excellent choice and taste.

15

We really value all of our customers and always do our best to provide great service as well as quality products to keep you coming back for more.

To say a big thank you to our lovely loyal customers we ran a prize draw over the Christmas period offering the chance to win a relaxing two night stay at a fantastic hotel.

All you needed to do was simply order three or more cases of KLIX drinks to be in with a chance of winning. We were delighted to announce that the lucky winner was Gary Pindred, Business Manager at Bespak, Kings Lynn.

Gary chose to treat his partner to a trip to the seaside to stay at the De Vere Grand Hotel in Brighton. We asked Gary to stay in touch and let us know how they enjoyed their stay and here’s what he had to say:

“The weekend stay at The Brighton Grand was fantastic, treated like royalty service food etc all exceptional - we fell in love all over again”.

It was really great to hear that the prize was such a success! Look out for more future competitions and chances to win some brilliant prizes!

to help you make the most of the summer weather, we’re offering a complete kliX picnic set to the person who can answer this simple question:

who is the new kliX uk Sales director?

FAll iN love witH CompetitioNS!

The Brighton Grand

14

To enter, simply email ‘A’ ‘B’ or ‘C’ with the title: “KLIX summer special” to [email protected].

wiN!

To be entered into “fill your office with chocolates” simply e-mail your name, address and contact details to Rose Brown on [email protected] to be entered into the draw.

A: David Cameron B: David Flochel C: David Hasselhoff

tHANkS.we would love to HeAR youR FeedBACk oN tHiS New-look ReFReSH.

pleASe e-mAil RoSe BRowN [email protected] witH ANy FeedBACk ANd Help uS deliveR tHe BeSt poSSiBle NewSletteR FoR you.