Most of complaining customers were irritate

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Reference no: EM132305917

Last spring B&J noticed a swell in complaints for chery garcia ice cream customers. Most of complaining customers were irritate that the product had too few cherries. B&J matched the customer’s complaints against the internal shipment records and then analyzed the documents. First they attempted to determine if these complaints were a regional problem. They discovered that the complaints were coming from all over the country. Then they queried information on the manufacturing process. They uncovered that the recipe and ingredients all turned out to be within normal specifications. Finally after much analysis they discovered what they believed to be the problem. The photo used on the ice-cream-pop box was not of the ice cream but of the frozen yogurt. The frozen yogurt product is more laden with cherries than the paler-pink ice-cream product. B&J corrected the image on the container. The complaints melted away.

1. Describe the insight generation process used at Ben&Jerry. What benefits did ben and jerry achieve from utilizing the process ?

2. Identify Ben&Jerry various websites and social media networks and assess its online and social media presence. What recommendations can you make to b&j to improve their management of online presence and social medias activities.

Reference no: EM132305917

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Most of complaining customers were irritate : Last spring B&J noticed swell in complaints for chery garcia ice cream customers. Most of complaining customers were irritate that product had too few cherries

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