Extend Your Travel Experience Value Proposition
Last December the Ladders published a piece that discusses business travelers who extend travel beyond the timeline of the business trip. The article says, “[a]ccording to a new study by La…
Human Experience: Do You Really Know Your Customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that….
The seamless travel experience we deserve
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of seamless travel experience that “might happen in just a few years.”…
Why Your Employee Experience Journey Matters
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales…
What is Wayfinding?
I did not always know what wayfinding means. But ever since I left Bulgaria to come to America I have been looking to find my way. The first time I…
Do You Know Where Your Inventory Is?
When I worked in the airline business our most embarrassing incident was “losing a minor”. We never lost a child, of course. But we might not have known where a…
Travel Experience Stories: How Not to Leave Customers Stranded
Meet Diane. Diane is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she takes. And she…
When There is No Chat in Chat Support
Today we talk about chat support best practices, the customer experience VALUE that it creates, and the ROI of the business case to implement it. Although we are skeptical about…
Grateful for Customer Experience Heroes
When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients,…
Healthcare Experience Horror Story
We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the light on…