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…
3 Ways to Create a Better Employee Experience Strategy
Guest Post by Gabe Smith, CCXP for The Petrova Experience The relationship between employee experience strategy and customer experience has long been discussed. Without engaged employees, we’re told, it’s difficult…
NPS Best Practices
Last week I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of Net Promoter Score best practices and its…
What is Telemedicine? Keeping Medicine at the Heart
Guest Post by Dr. Melynda Barnes for The Petrova Experience. In this post Dr. Barnes answers the question “what is telemedicine,” and reminds us to keep medicine at the heart…
Retail Experience Design of the Future
In preparation for this article about omni-channel retail experience of the future, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple,…
Why Bt2B Businesses Must Think Like B2C in the Next Decade
B2B vs B2B thinking makes a real difference when it comes to customer experience. According to Gartner at least 80% of B2B buyers now expect the same buying experience as…
What is Customer Experience Day?
Although I opened my consulting practice this year, I have been working on customer experience for much longer. The first time I celebrated CXDay officially was only two years ago….
Bad Customer Experience
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…