Every business begins and thrives because of its customers. Their expectations shape our strategy, challenge our operations, and push us to raise the bar across each interaction.
Last week, for the second consecutive year, Al Masaood Automobiles took the global stage at the Customer Centricity World Series, winning both Regional and Global awards for Complaint Handling, and earning a highly commended recognition for Best Customer Experience Strategy.
In the highly evolving market in which we operate, we understood early that true differentiation does not come from products and services alone, but also from building trust and loyalty. Over the past four years, customer centricity has become the lens through which we view our growth. It is embedded in our Falcon 2.0 strategy as a core pillar, guiding both our decision-making and execution.
This shift has transformed how we as a company speak with our customers. They no longer approach us simply to raise complaints. They come to share insights, offer feedback, and work with us to refine, co-create and elevate. The AMA CX Falcons took all this in stride and turned what were first seen as challenges into improvements and actions that created value. The results speak clearly: a 40% increase in NPS and a remarkable 78% reduction in complaints between 2021 and 2023.
This achievement is the product of the AMA Falcons being ‘Obsessed with Delighting our Customers”, and working with discipline, ownership, and a clear commitment to the customer.
Congratulations to our wonderful CX team for their relentless pursuit of excellence, and to all AMA Falcons for living the customer-first mindset. Together, we will continue to create an impactful future.
The Future Starts Today.