Fresno, California-based bed maker Pleasant Mattress Inc. has named Laurie Zaninovich as its first customer experience manager.
In this new position, Zaninovich will be involved in all aspects of the customer experience, including order entry, production, shipping, delivery and financial services, said Rion Morgenstern, president and chief executive officer. She also will survey existing customers to learn how Pleasant Mattress can improve its service, he said.
Zaninovich previously was program manager for the Arc of Fresno and Madera counties, a nonprofit group that serves intellectually and developmentally disabled people. Earlier, she spent nearly three years as director of outreach and partnerships for the Lyles Center at Fresno State University, where she directed the operations of several educational programs.
Commenting on the new position at Pleasant Mattress, Morgenstern said: “As we continue to grow, I want to make sure that we never falter in providing excellent customer service at all touch points. We must continually examine our customers’ experience to create proactive feedback loops between our company and our customers. I went outside the industry to find someone with strong organizational skills and a deep understanding of analytics to create these programs.”