Customer Experience Transformation - Regional Retail Chain
The Challenge
A regional retail chain was experiencing declining customer satisfaction, low repeat purchase rates, and increasing customer complaints across multiple locations in Lebanon and GCC markets.
The Solution
Mike Yassine led comprehensive customer experience transformation including journey mapping, service design, employee training, and systematic CX improvement across all touchpoints.
Our Approach
Customer Experience Assessment
Conducted comprehensive analysis of current customer experience through journey mapping, customer feedback analysis, and mystery shopping across all locations.
Service Design & Process Redesign
Redesigned customer service processes, store layouts, and service protocols to improve experience quality and consistency.
Employee Training & Culture Change
Developed and delivered comprehensive training programs building customer service capabilities and customer-centric culture.
Measurement & Continuous Improvement
Implemented customer satisfaction tracking, feedback systems, and continuous improvement processes to sustain CX excellence.
Results & Impact
"The customer experience transformation led by Hussein fundamentally changed how we serve customers. The results speak for themselves—happier customers and stronger business performance."
Technologies Used
Services Provided
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