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Crisis Control 2.0: How to Safeguard Your Brand’s Reputation in the Social Media Age

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crisis management

A brand’s reputation might be its most important asset in today’s hyper-connected world, when news travels at the speed of light and social media platforms function as the modern town square. This asset, however, is more fragile than ever before. The emergence of social media has heralded a new era in crisis management, known as Crisis Control 2.0. 

Social media platforms have democratized communication, allowing individuals and organizations alike to amplify their voices. While this presents opportunities for engagement and marketing, it also creates the potential for rapid reputation damage in the face of a crisis.

1. Preparedness is Key

The first rule of Crisis Control 2.0 is preparedness. A crisis can strike at any moment, and having a well-defined crisis management plan in place is essential. This plan should include clear roles and responsibilities, an escalation process, and predefined messaging guidelines.

2. Real-Time Monitoring

The speed at which information spreads on social media demands real-time monitoring. Brands should invest in social media listening tools to stay on top of conversations related to their products or services. Early detection of potential issues can be a game-changer in crisis management.

3. Respond with Empathy and Transparency

In the event of a crisis, how a brand responds matters immensely. Social media users expect prompt, empathetic, and transparent communication. Address the issue head-on, acknowledge any mistakes, and provide regular updates as the situation unfolds.

4. Activate Influencers and Advocates

Influencers and brand advocates can be powerful allies during a crisis. Engage with individuals who have a positive association with your brand and leverage their support to counteract negative sentiment.

5. Use Social Media for Good

Brands can use social media not only to manage crises but also to proactively contribute to social and environmental causes. Demonstrating a commitment to positive change can enhance a brand’s reputation and mitigate the impact of negative events.

6. Educate and Train Your Team

Your team should be well-versed in the protocols for handling crises on social media. Provide training on crisis communication, social media etiquette, and conflict resolution. It’s crucial that your entire organization understands its role in safeguarding the brand’s reputation.

7. Learn from Past Crises

Post-crisis analysis is vital. After the dust settles, conduct a thorough review of what went well and what could be improved. Use these lessons to refine your crisis management strategy.

8. Build Brand Resilience

Building brand resilience means cultivating a positive reputation that can withstand the occasional crisis. Consistently delivering on brand promises, providing excellent customer service, and actively engaging with your audience can all contribute to brand resilience.

In the social media age, a brand’s reputation is always on the line. Crisis Control 2.0 is about embracing the opportunities and challenges of this new era. It’s about being prepared, monitoring the digital landscape, responding with empathy and transparency, and using social media as a force for good. By following these principles, businesses can safeguard their brand’s reputation and emerge from crises with their integrity intact. Remember, in the age of social media, reputation is everything, and it’s worth every effort to protect it.

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The Post-Purchase Journey: How to Keep Users Engaged and Delighted

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Users Engaged

The customer journey does not finish at the moment of purchase in today’s business landscape; it is only the beginning. Keeping people engaged and satisfied after they’ve made a purchase is an important part of developing long-term connections and maintaining brand loyalty. In this article, we will look at the methods and techniques that businesses can use to guarantee that the post-purchase journey is as engaging and pleasurable as the initial purchasing experience.

Traditionally, businesses focused most of their efforts on acquiring new customers. While customer acquisition remains essential, the real game-changer is the shift towards nurturing existing customer relationships. It’s an acknowledgment that the post-purchase journey is where brands can truly shine.

1. Seamless Onboarding and Support

The moment a customer makes a purchase, the onboarding process begins. Whether it’s a physical product or a digital service, users need guidance to make the most of their purchase. Providing clear instructions, helpful resources, and readily accessible customer support sets the tone for a positive post-purchase experience.

2. Personalized Communication

Effective communication is key to maintaining engagement. Businesses can use data and insights to personalize their interactions with customers. Sending personalized recommendations, product updates, and special offers based on user preferences and behavior shows that the brand understands and values its customers.

3. Gathering Feedback and Listening

Actively seeking customer feedback and listening to their concerns can be invaluable. Not only does it help in addressing issues promptly, but it also demonstrates a commitment to improvement. Implementing feedback-driven changes and updates can enhance the user experience and foster loyalty.

4. Loyalty Programs and Rewards

Loyalty programs are a proven way to keep users engaged and coming back for more. Offering rewards, discounts, or exclusive access to loyal customers can incentivize repeat purchases and create a sense of belonging to a brand’s community.

5. Educational Content

Providing users with educational content related to their purchase can be highly beneficial. It helps users make the most of their product or service and enhances their overall experience. Whether it’s how-to guides, tutorials, or best practices, educational content adds value and fosters trust.

6. Surprises and Delights

Unexpected surprises can create memorable moments and foster delight. Brands can send handwritten thank-you notes, surprise gifts, or exclusive access to events or content. These small gestures can go a long way in deepening the emotional connection between the customer and the brand.

7. Community Building

Creating a community around your brand can be a powerful engagement strategy. Encourage customers to connect with each other, share experiences, and provide mutual support. Online forums, social media groups, or dedicated user communities can be platforms for this interaction.

8. Continual Innovation

Stagnation is the enemy of engagement. Businesses that continuously innovate and evolve their products or services keep users excited and engaged. Regularly introducing new features, updates, or even entirely new offerings can breathe fresh life into the post-purchase journey.

The post-purchase journey is an often-underestimated phase in the customer lifecycle. However, it’s where brands can truly differentiate themselves and create lasting bonds with customers. By focusing on seamless onboarding, personalization, feedback, loyalty programs, education, surprises, community-building, and innovation, businesses can ensure that their users remain engaged and delighted long after the initial purchase. In doing so, they set the stage for not just satisfied customers, but loyal brand advocates.

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On-the-Go Delights: Navigating Mobile-First Strategies for Food Brand Success

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Online food delivery

Consumers are always on the move in today’s fast-paced world, and their cellphones have become vital companions in their culinary experiences. Mastering mobile-first strategy is no longer a choice for food businesses; it is a need for being relevant, engaging customers, and achieving long-term success in a volatile industry.

Mobile devices have transformed the way we interact with the world, and the food industry is no exception. From browsing restaurant reviews to ordering takeout, consumers rely on their smartphones for every aspect of their food journey. Here’s how food brands are navigating this mobile-first landscape.

1. The Rise of Food Apps

Food apps have become a staple on consumers’ smartphones. From food delivery services to restaurant finders and recipe organizers, these apps cater to various aspects of the food experience. For food brands, having a presence on these platforms is essential for visibility and accessibility.

2. Mobile Ordering and Delivery

The convenience of ordering food with a few taps on a smartphone has revolutionized the industry. Food brands that offer seamless mobile ordering and efficient delivery services are winning over customers who value speed and convenience.

3. Social Media and Visual Storytelling

Social media platforms, particularly Instagram and TikTok, have become food enthusiasts’ playgrounds. Food brands are harnessing the power of visual storytelling to showcase their offerings in mouthwatering detail. Engaging visuals and short video clips can go viral, attracting a global audience.

4. Personalized Recommendations

Mobile apps and websites are collecting valuable data on customer preferences and behaviors. This data fuels personalized recommendations, making it easier for consumers to discover new dishes and restaurants tailored to their tastes.

5. Gamification and Loyalty Programs

Gamification elements and loyalty programs integrated into mobile apps are encouraging customer engagement and repeat business. From earning rewards for frequent orders to participating in food-related challenges, these strategies keep customers coming back for more.

6. Augmented Reality (AR) Menus

Some food brands are taking mobile interaction to the next level with AR menus. Customers can use their smartphones to view interactive menus that display images, descriptions, and even 3D models of dishes, making the ordering process more immersive and enjoyable.

Challenges and Opportunities

While mobile-first strategies offer immense opportunities, they also present challenges. Data security and privacy concerns, app discoverability in a crowded marketplace, and maintaining a consistent user experience across devices are just a few hurdles that food brands must overcome.

The Future of Mobile-First Food

As technology continues to evolve, so will the possibilities for mobile-first food experiences. Voice-activated ordering, chatbots for customer support, and AI-driven meal recommendations are on the horizon. The key to success lies in adapting to these changes and staying attuned to evolving consumer behaviors.

In a world where mobile devices are the gateway to culinary exploration, food brands that prioritize mobile-first strategies are positioning themselves for success. Whether it’s through user-friendly apps, visually stunning social media content, or personalized recommendations, the mobile experience has become integral to the food journey. By navigating this landscape effectively, food brands can capture the attention and loyalty of the ever-connected, on-the-go consumer.

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Buyers flock to India’s affordable rice offers, while trade remains subdued in other hubs

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Rice
Rice (Representative Image)

Demand for rice saw a slight uptick this week, with buyers favoring the comparatively more economical offerings from India, while elevated prices in Vietnam and Thailand led to a slowdown in trading activity.

“Buyers have started making purchases. Indian rice is cheaper even after paying 20% exports duty,” said a New Delhi-based dealer with a global trade house.

In August, India implemented a duty on parboiled rice, which will remain in effect until October 15th.

Even though there was increased demand from Asian and African countries, the prices for India’s 5% broken parboiled rice variety remained steady at $525-$535 per metric ton for the third consecutive week.

A senior official at the agriculture ministry in neighboring Bangladesh has announced their aim to harvest 17 million tonnes of rice this year, a notable increase from the 14 million tonnes harvested last year. This news provides a measure of relief amid the fluctuations in the global market.

Vietnam’s 5% broken rice continued to be priced at $610-$620 per metric ton, with no change from the previous week.

“The market appears to be stable after the recent volatilities triggered by Indian ban in July,” a Ho Chi Minh city-based trader said.

The present prices are sufficiently favorable for farmers to achieve profitability. However, trading activity remains subdued as traders are biding their time, anticipating further stabilization in the market, according to the trader.

Initial data indicates that between September 1st and September 29th, there were plans to load 294,100 metric tons of rice at Ho Chi Minh City port, with the majority of it destined for Indonesia, Malaysia, the Philippines, and Turkey.

The prices of Thailand’s 5% broken rice have fluctuated, expanding to a range of $590-$607 per metric ton, compared to the $605 price of the previous week. Traders have attributed this variability to shifts in exchange rates.

The baht dropped to its lowest level in more than 10 months due to concerns about the country’s fiscal outlook.

A trader based in Bangkok mentioned that buyers have reduced their purchasing activity due to the elevated prices.

According to another trader, the introduction of new supply into the market in October has the potential to lead to further price reductions.

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Pizza Hut sets sights on massive growth in China with plans for 1,500 new stores by 2026

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Pizza Hut china
Pizza Hut (Representative Image)

Pizza Hut is planning to embark on an aggressive expansion campaign across China in the next three years. This strategic move is part of Yum China Holdings Inc.’s ambitious growth strategy, which was announced during the company’s recent 2023 Investor Day in Xi’an, China.

After a successful revitalization program that bolstered the brand’s foundations and shortened the payback period for new establishments, Pizza Hut is now primed for swift expansion. With the goal of opening 400-500 net new stores annually between 2024 and 2026, the brand plans to more than double its growth rate from the previous three years while still maintaining a robust store payback period of approximately 3 years.

Pizza Hut’s initiatives are integral to the reinvigorated “RGM 2.0” strategy introduced by Yum China, the parent company overseeing various restaurant brands such as KFC, Taco Bell, and others in the region. During its Investor Day event, Yum China unveiled an overarching objective of reaching a total of 20,000 stores by 2026, all while achieving a double-digit Compound Annual Growth Rate (CAGR) for Earnings Per Share (EPS) between 2024 and 2026. Additionally, they plan to distribute $3 billion to investors during the same period through quarterly dividends and share repurchases.

Having established its presence in China since 1990, Pizza Hut stands as a prominent leader in the country’s casual dining sector. The brand currently manages 3,072 stores spanning across more than 650 cities. Notably, Pizza Hut commands a dominant position in all of its primary categories, including pizza, steak, and pasta, with an impressive record of over 100 million pizzas and 20 million steaks sold within the past 12 months.

Pizza Hut General Manager Jeff Kuai commented, “As an absolute leader in the sector, our slice of the market is bigger than the next nine brands combined. Despite our leading position, there is still tremendous opportunity for us to gain an even larger share of the market.”

The brand’s strategy for expanding its presence involves both enhancing store density in existing cities and venturing into new ones. China presents extensive untapped markets for Pizza Hut, with over 1,200 cities hosting KFC but not yet featuring Pizza Hut, emphasizing the potential to utilize Yum China’s infrastructure and resources for expansion in these areas. Pizza Hut is achieving increased penetration through adaptable store models. One such model is the satellite store, characterized by a smaller dining area, a focus on off-premise occasions, and a lower initial capital expenditure. This model boasts a quicker 2-year payback period compared to traditional stores. Additionally, the brand is experimenting with a fast-casual store model designed to offer faster and more streamlined service while enhancing labor efficiency.

Apart from extending its reach, Pizza Hut has dedicated efforts to enhance its core menu selections. Specifically, the brand has been strengthening its identity as a “pizza specialist” by introducing product enhancements and fresh flavor varieties. Notably, the Super Supreme Pizzas and Durian Pizzas have garnered significant popularity among consumers. In the first half of 2023, pizza sales witnessed a remarkable 56% increase compared to the corresponding period in 2019.

As Pizza Hut’s expansion journey continues, it has set its sights on reaching a broader spectrum of consumers by diversifying its food and beverage offerings and creating more reasons for visits. The brand is gearing up to introduce a fresh line of customizable burgers. Starting in September 2023, it has also introduced premium Lavazza coffee to its restaurant offerings. Pizza Hut has expanded its range of individual-sized meals, including personal-sized pizzas, to cater to solo diners and office-goers. Additionally, breakfast options have been introduced to enhance customer service while optimizing store utilization. Furthermore, the brand is expanding its previous focus on families to better accommodate younger generations. Collaborations like its partnership with Genshin Impact, for instance, have proven appealing to many young individuals and gamers.

At the same time, Pizza Hut continues to emphasize its commitment to delivering exceptional value to its customers. The widely acclaimed “Scream Wednesdays,” “All You Can Eat,” and “Buy One Get One Free” value promotions are significant attractions for both dine-in and delivery customers. Furthermore, the brand is expanding its pricing options to cater to a broader spectrum of customers and their everyday requirements.

Pizza Hut is making substantial investments in crafting an exceptional digital customer experience, recognizing its pivotal role in future success, as roughly 92% of orders are now processed through digital channels. A primary focus is on enhancing the user interface and introducing real-time order tracking features for customers on its mobile app. Additionally, the brand is actively working to increase member visit frequency by implementing privilege programs and tailoring offers based on members’ preferences.

Kuai says, “With continuing efforts to build on our core strengths and expand into new categories, improve value for money, drive delivery growth, and enhance our digital capabilities, we are confident that Pizza Hut will generate even stronger sales momentum and enhance our leading position in the market.”

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Pladis revolutionizes snacking with miniature version of best-selling McVitie’s Digestives

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McVitie's Digestives Milk Chocolate Minis
McVitie's Digestives Milk Chocolate Minis

Pladis, the renowned global snacking enterprise responsible for beloved and iconic UK brands, is taking another substantial step into the snacking world by introducing two new miniature versions of the UK’s top-selling biscuit.

McVitie’s Digestives Milk Chocolate Minis have been crafted to broaden the reach of the beloved top-ranking biscuit, expanding its suitability for various occasions such as on-the-go snacking, lunchtime treats, and sharing moments. This fresh introduction will be available on supermarket shelves starting this week in a multipack configuration, with sharing pouches set to arrive later this year.

McVitie’s Milk Chocolate Digestives, currently valued at £108.8 million in retail (a growth of 23.1%), has undergone a transformation into a bite-sized rendition. This development comes on the heels of the recent introduction of McVitie’s White Chocolate Digestives, where the brand expanded its core product range to resonate with a fresh audience of shoppers.

“McVitie’s Chocolate Digestives are loved by so many households across the nation, who stock their cupboards with this biscuit bestseller time and time again,” says Aslı Özen Turhan, Chief Marketing Officer at pladis UK&I. “However, we recognise that we need to continue to evolve our range to attract new shoppers – including through our bestselling lines – by creating convenient new offerings that will appeal to a new generation of biscuit snackers.

“McVitie’s Digestives Milk Chocolate Minis does just that. Our multipack, which contains five individually wrapped snack packs and just 94 kcals per serving, is ideal for lunchbox moments, whilst our pouches are perfect for on-the-go or sharing with loved ones – at a time when the ‘togetherness’ trend is hotter than ever.”

These launches are a continuation of pladis’ strategy over the past few years, wherein they’ve expanded their primary snacking offerings by leveraging current food trends to innovate new iterations of their well-known brands.

Özen Turhan continues, “McVitie’s Rich Tea ‘The Light One’ was launched in 2022 to give shoppers even more choice on the biscuit aisle, and the product is now one of the most popular non-HFSS SKUs in biscuits.

“Meanwhile, McVitie’s White Chocolate Digestives are already worth £1M in retail, after just 6 weeks on supermarket shelves.

“We’re confident that McVitie’s Digestives Milk Chocolate Minis will follow in similar footsteps, driving a new generation of snackers to the biscuit aisle, and opening the door to new sales opportunities for retailers in the process.”

The latest McVitie’s release coincides with a period of exceptional brand visibility. Earlier this year, McVitie’s initiated the initial phase of its True Originals Masterbrand campaign, which marked its return to television screens, inspiring the nation to rediscover the joy of the biscuit break. Additional marketing endeavors, including a resurgence on TV screens, are set to commence on October 4th.

The McVitie’s Digestives Milk Chocolate Minis multipack, featuring five 19g bags at a suggested retail price of £1.25, has begun appearing on the shelves of Tesco stores. The sharing pouch variation, weighing 80g and priced at £1.25, will be introduced later this autumn. These options, along with a Price-Marked Pack (PMP), will be accessible to convenience stores and wholesalers.

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Cal-Maine Foods announces acquisition deal with Fassio Egg Farms

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Cal-Maine Foods
Cal-Maine Foods (Representative Image)

Cal-Maine Foods has entered into an agreement to purchase assets from its American counterpart, Fassio Egg Farms.

In a stock exchange filing, publicly-traded Cal-Maine stated that the deal encompasses “practically all of the assets connected to the commercial shell egg production and processing business of Fassio Egg Farms, Inc.”

Cal-Maine is poised to acquire commercial shell egg production and processing facilities capable of accommodating around 1.2 million laying hens, primarily raised in cage-free environments. Additionally, the assets encompass a feed mill, fertilizer production facilities, and land situated in Erda, on the outskirts of Salt Lake City, Utah.

This signifies Cal-Maine’s first publicly-announced acquisition since the appointment of Sherman Miller, a seasoned industry veteran with over two decades of experience, as President and CEO in September of the previous year.

“We are excited about the opportunity to expand our market presence in Utah and the western United States with the proposed acquisition of these assets from Fassio,” Miller said.

“The additional production capacity, especially for cage-free eggs, will enhance our ability to serve our valued customers in this important market area.”

Terms were not disclosed. Cal-Maine said it expects to close the transaction “in the next few weeks”.

Cal-Maine asserts its position as the foremost producer of fresh shell eggs in the United States. In July, the company reported a remarkable 77% surge in its annual net sales, totaling $3.14 billion for the year ending on June 3rd. This surge in sales occurred during a 12-month period characterized by a significant increase in egg prices due to the outbreak of highly pathogenic avian influenza in the United States.

The annual operating income amounted to $967.7 million, a substantial increase from the $143.5 million recorded the previous year. Meanwhile, the net income attributable to Cal-Maine reached $758 million, a notable rise compared to the $132.7 million reported in the prior year.

The company is slated to announce its first-quarter financial results for the current fiscal year on October 3rd.

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Olam Food Ingredients expands dairy production facility in Malaysia to meet growing demand

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Olam Food Ingredients (Ofi)
Olam Food Ingredients (Ofi)

Olam Food Ingredients (Ofi) has substantially increased the capacity of its dairy production facility located in Johor, Malaysia. This expansion also encompasses the enlargement of its Dairy Ingredient Excellence Centre (IEC).

Additionally, the company has initiated the operation of a new milk powder drying unit while further extending the integrated IEC, catering to customers in the Middle East, Africa, and Asia.

According to Ofi, the improvements made to the processing facility in Johor are expected to more than double the annual production volume of functional dairy ingredients and fat-filled milk powder. This enhancement is intended to empower Ofi’s customers to create innovative applications on a larger scale.

The expanded IEC now includes newly furnished laboratory spaces equipped with cutting-edge R&D equipment, specifically designed to assist customers in pursuing customized, tailored, and cost-effective solutions for applications in beverages, bakery, and frozen dairy desserts.

Sandeep Jain, who serves as the Managing Director and CEO of the dairy division at Ofi, noted that there is a rapidly increasing demand for nutrition-rich, functional dairy ingredients, particularly in the Middle East and Africa.

“Building on our strategy to provide localized, customized food and beverage products that will appeal to local customers, the expanded capabilities in Malaysia enable us to co-create products that are focused on health, taste and convenience,” Jain commented.

“Furthermore, the expanded plant has been designed around food safety and operational excellence. This includes an automatic and ergonomic raw material feeding system and an advanced depalletising system, ensuring consistent product quality.”

By closely collaborating with Ofi’s Singapore Customer Solutions Centre and integrating across its extensive network of 15 innovation centers worldwide, the enhanced capabilities of the IEC will enhance collaboration with brands, grocery retailers, and foodservice companies.

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Delhi Govt intensifies food safety measures ahead of festivals to ensure quality eatables

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Delhi government will carry out specialized enforcement drives two weeks before each major festival, with the aim of ensuring that only quality eatables are available in the market.

The government’s food and safety department has instructed safety officers to consistently gather samples, conduct analyses, and confiscate any food items suspected of being adulterated. On Friday, the department issued explicit directives to the safety officers, emphasizing the need for vigilance.

The department announced that these initiatives will commence citywide 15 days in advance of festivals such as Navratra, Dussehra, Diwali, Christmas, Holi, Eid, and Rakshabandhan.

According to the order, the food safety officers will “collect samples of various food items, excluding sweets, ghee, paneer, khoya, and milk products, which are commonly consumed during the festive season, for analysis.”

Furthermore, the directive instructed all officers to compile a list of 20 formal and 20 surveillance samples for analysis, as well as to confiscate any food items and consumables that appear to be adulterated and unsafe.

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RPSG Group’s Guiltfree faces INR 39.14 Crore GST demand notice

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Guiltfree Industries Ltd
Guiltfree Industries Ltd has now entered the highly competitive Indian ethnic snacks market (Representative Image)

Guiltfree Industries Limited, a fast-moving consumer goods (FMCG) company with a focus on food, and a part of the RPSG Group led by Sanjiv Goenka, disclosed on Sunday that it has received a GST demand notice totaling INR 39.14 crore. The company informed the stock exchanges that this show-cause cum demand notice was issued by the Kolkata zone office and encompasses both interest and penalty charges.

The company received the tax notice due to allegations of product misclassification.

The company has stated that it is in the process of preparing a suitable response to address the concerns outlined in the show-cause cum demand notice.

Guiltfree, a subsidiary of the RPSG Group, entered the fast-moving consumer goods (FMCG) sector during the 2017-18 fiscal year, with a primary emphasis on Western snack products.

In a strategic maneuver, Guiltfree Industries Ltd has now entered the highly competitive Indian ethnic snacks market.

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