To operate as a premium airline in a highly competitive industry is no easy task, and from the day we started, we knew that a superior Customer Experience is the one thing what would truly set us apart. With CloudCherry’s product and their team, we have been able to understand customer needs immediately, take proactive action, and continue to refine our products and services to better meet the needs of our target customers. Our team is dedicated towards improving every single aspect in the customer’s journey with us. We already have the lowest customer complaint rate in the industry, and we are confident that with every enhancement we make and with the ones we have already put in place basis customer feedback, our satisfaction ratings will only continue to improve.

We consider CX to be an integral piece of the puzzle to be Forever Faster. PUMA has always been focused on giving a great shopping experience to its customer. The feedback that we are getting from consumers will be integrated into our business decisions like product line planning and staff training going forward. Another main focus now is to give the same customer experience to a PUMA customer irrespective of where they have shopped from, be it our own stores or multi-brand outlets or online.

CloudCherry helped us in understanding our customers. We are now largely focusing on the NPS metric and it has helped in organizing ourselves to serve our customers better.