Create systems and processes to ensure compliance of capturing the usage experience, granularity and ownership by the sales team & bringing collective ownership of customers across functions.
Digitize customer journey with salesforce across various touchpoints. Curate customer journey with segmentation from ZMOT to post-purchase.
Create business impact with CX resulting in positive WOM & family repeat
Design and develop the employee recognition program for bringing CX alive in the regions.
Create complaints as a source of strategy- Track, review and manage customer complaint escalated through various listening
Deep dive & creation of systems & process to eradicate the concern.
Conduct periodic review of complaint resolution process in terms of turn-around-time, customer satisfaction, identify training and coaching requirements and conduct root cause analysis on repeated problems.
