Response: Certainly, Avi. In my previous roles, integrating customer feedback has been a key component of enhancing the customer experience. At Wipro, for example, we implemented a structured feedback loop using CRM systems like Salesforce to gather insights from various touchpoints, including post-purchase surveys, customer support interactions, and usability tests.

One specific instance was when we noticed a high cart abandonment rate based on customer feedback. We conducted a detailed analysis and identified pain points in the checkout process. By simplifying the checkout flow, reducing the number of steps, and integrating more payment options, we were able to significantly reduce abandonment rates and improve conversion.

Additionally, we used feedback to enhance personalization features on the platform, such as recommending products based on browsing history and previous purchases. This not only improved customer satisfaction but also increased repeat purchases and overall customer loyalty. Ensuring that feedback was continuously integrated into our development cycles helped us stay aligned with customer expectations and drive measurable improvements in the user experience.