Pleasant Mattress Names Zaninovich as 1st Customer Experience Manager
West Coast bedding producer Pleasant Mattress has named Laurie Zaninovich as its first customer experience manager to monitor all customer touch points.
Zaninovich has spent nearly a decade as a client-facing program manager and outreach coordinator with several leading Central California non-profit organizations, where she worked with a diverse group of clients needing a variety of services.
“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 pro-active feedback loops between our company and our customers,” said Rion Morgenstern, president and CEO. “I went outside the industry to find someone with strong organizational skills and a deep understanding of analytics to create these programs. What impressed us about Laurie was the diversity of people and programs she has worked with over the years. I believe that gives her the empathy and a sense of urgency to execute on a broad range of opportunities to enhance our customers’ experience.”
Morgenstern said Zaninovich will be involved in all aspects of the customer experience, including order entry, production, shipping, delivery, and financial services. She also will be surveying existing customers to learn how Pleasant Mattress can improve its service.
He added that the decision to create the position was prompted by several recent and major developments in Pleasant’s growth. In the past three months, the company has acquired the manufacturing, marketing and distribution rights to the McRoskey Mattress line, and added 11 western states to its Spring Air International licensing footprint. The new Spring Air agreement gives the company the rights to manufacture and distribute the Spring Air and Chattam & Wells brands in all 13 western states.
Since 2017, Zaninovich had been program manager for the Arc of Fresno and Madera counties, a non-profit group that serves intellectually and developmentally disabled people. Earlier, she spent nearly three years as director of outreach and partnerships at the Lyles Center at Fresno State University, where she directed the operations of several educational programs.
In addition, she spent a year as product program specialist for the Girl Scouts of Central California South, served as programs manager for the National Multiple Sclerosis Society for more than a year, and was outreach coordinator for a year at Grid Alternatives, a non-profit group that helps low-income families obtain solar energy at little or no cost.
A graduate of California State University-Fresno, Zaninovich resides with her family in Fresno, California.