Before we address how to build customer-centric culture, let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally,…

Post-COVID employee experience is a top priority of every HR executive. Most  executives I know are losing sleep over this piece of organizational culture. Their challenge is to design the…

There are two types of leaders (and organizational cultures) that stand to benefit most from improving employee experience. The first kind have 40% or higher turnover and think their frontline…

This is a guest post by Rachel Dreyfus, President, Dreyfus Advisors, who researched leadership and organizational culture during the pandemic. How has Covid19 influenced leadership over the past three months?…

As customer experience and hospitality professionals, we use the word empathy all the time. It is the baseline of experience design. Yet, few of us truly understand it, or how…

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,…

Today, The Petrova Experience brings you a guest article about employee engagement and organizational culture. This piece is by Natalie DeVito, of Commonwealth Joe. Commonwealth Joe is an innovative company,…

I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…

Lately, I have been thinking about United Airlines and its organizational culture. Initially, I thought about United Airlines culture because someone asked whether it is possible to build a customer-centric…

Yesterday I had the privilege to join a panel on how to develop diversity and inclusion on your teams at Developer Week in Brooklyn. I was really excited to learn…