Great news to share from the AMA Customer Experience (CX) team!
Al Masaood Automobiles recently excelled at the 5th Annual Customer Centricity World Series, a global platform celebrating innovation in customer experience. We successfully secured two distinguished regional awards: the Customer-Centric Culture Award, commending organisations that place customers at the core of their operations, and the Customer Insight & Feedback (VOC) Award, recognising exceptional efforts in leveraging insights to enhance customer experiences.
At AMA, all teams across the business have been instrumental in bringing to life our values, especially our commitment to: Being Obsessed with Delighting our Customers. Through relentless teamwork by all AMA Falcons, together we have transformed our customers journeys, and continually take actions that create value to them.
Our data-driven strategies in all operations and holistic customer-centric approach have delivered great results: a 337% increase in customer reviews, a 20% rise in captured Voice of Customer (VOC) feedback, a 50% growth in multi-platform customer engagement, a 75% reduction in customer complaints from 2021 to 2023, and a noteworthy 40% boost in our Net Promoter Score (NPS) – to name a few.
This success is deeply anchored in AMA s guiding strategy – Falcon 2.0. Also, a special mention goes to our partner, Kanari – whose innovative platform has empowered us to capture the voices of our customers, gain actionable insights into their needs, and make impactful adjustments where necessary to deliver seamless experiences.
Thank you to all AMA Falcons for always thinking Customer First , and to our partners at Kanari, whose support fuels these outstanding results. From here, the journey together is only forward and upward.