What strategies would you use to look for ways to reduce customer concessions?

Remember to describe a data-driven approach to reducing customer concessions. Customer experience program managers are expected to have excellent analytical skill sets and comfort in identifying opportunities from their analysis of large data sets.

"The first thing I would do as a customer experience program manager to reduce customer concessions would be to understand how customer service requests are currently handled and tracked. I would review any available metrics and learn how concession scenarios are currently handled. If there was an opportunity or need to track concession scenario details better, I would partner with IT to look for ways to improve the information available.

Once I understood the current state, I would review the available data to identify trends. I would want to look for certain products or types of products that cause frequent concessions. I would then perform root cause analysis to identify the contributing factors.

From there, I would recommend a strategy to improve the situation. This might include changing the logistics, changing suppliers, training CX staff to handle the situation differently, or dropping a problem product from the catalog."