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Prime Clinic Brand Growth & Customer Experience Program
CX / CRM / Brand Strategy
Strengthened Kaya’s flagship Prime Clinic through premium CX, CRM optimization, and high-touch relationship management—driving retention and sustained top-tier performance.
⭐ Description
Led the full customer experience, CRM, and relationship ecosystem for Kaya’s Prime Clinic, contributing to its #1 national ranking for 10 consecutive months. Improved retention, loyalty, and brand perception by elevating every touchpoint—from interactions to follow-ups to team performance.
Enhanced customer journeys by redesigning follow-up flows, strengthening personalization, and ensuring every client felt valued. Motivated and trained the front-line team to deliver a premium experience and maintain high-quality operational discipline.
✨ Strategic Impact
✨ Implemented structured CX workflows, increasing repeat visits and retention.
✨ Strengthened CRM follow-ups with birthday outreach, offer reminders, and personalized messaging.
✨ Guided team to proactively call customers for experience check-ins and rating improvements.
✨ Conducted team motivation sessions—explaining products, services, incentives, and performance goals.
✨ Solved internal pain points through daily huddles, performance reviews, and training.
✨ Addressed customer concerns directly, improving satisfaction and reducing escalations.
✨ Reinforced Kaya’s premium brand positioning through elevated service and experience design.