Leading Customer Experience Strategy and Execution for internet startups since 2016 🚀. This is how do it: A. Capture customer feedback for (i) product episodes (ii) Touch points [example: sales / contact centres ] and (iii) relationship [ NPS] and establish baselines. B. Block out the noise and objectively understand which feedback [Voice of Customer] that matters for (i) better customer retention (ii) improved AoV and (iii) higher LTV C. Zero down on the (i) defects across customer journey and (ii) operational metrics that drive the feedback that matters for retention and growth D. Drive continuous improvement in defect rate % and operational metrics by (i) working with product, program and business teams (ii) relentless focus on KRAs (iii) improving SOPs for Contact Center Teams and (iii) driving small incremental innovations across the business functions. E. Repeat A,B,C and D while (i) hiring great talent and (ii) building customer centric culture.