Tanworld has named Cheri Cosgrove, founder and president of the franchise, to a new position: chief customer experience officer. The chief customer experience officer title is new in the tanning industry; under it, Cosgrove will be responsible for developing the total customer experience with tanworld.
“One of the things Cheri does best is create a welcoming salon atmosphere, assuring our customers of optimum care for their skin and their experience with tanworld,” says Mike Sullivan, chairman of the board. “She did it with her salons and she has embedded this concept in tanworld salons everywhere. We’re committed to taking this franchise to new heights and, in this position, Cheri will help us get there.”
Her specific responsibilities including measuring and monitoring the customer experience, defining customer-service protocols, developing and instituting training and developing the loyalty program, as well as growing, preserving and protecting the brand (which includes building a turnkey salon conversion program for visionary independent salons seeking growth and survival in this era of consolidation).
Cosgrove says her new position will help her formalize what she knows needs to be done to enhance the customer experience at every stage of their salon visit. “Before they walk in the door, they’ll know what to expect. We will work to ensure they feel welcome when they enter and that, when they leave, they’ll want to come back—and bring five friends!” she adds. “Our customers are the heart of our business. I respect that and they’ll know it.”
Source: tanworld
