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…
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…