Life, Liberty, and the Pursuit of [Customer] Happiness
Seven years ago, when we launched The Petrova Experience, the 250th Anniversary of the founding of the United States felt far away. However, its founding principles, particularly the pursuit of happiness, felt immediate and relevant. So much so that when we came up with our…
The Invisible Friction Points Weakening Manufacturer Customer Experience
For years, manufacturers have competed on product quality, operational efficiency, and price. Our current environment of supply chain volatility, talent shortages, and the elevated customer expectations in the “experience economy” means CX is, in many ways, the new QC. Why is customer experience the new…
What the United JetBlue Partnership Signals for Passenger Experience and Airline Revenue Optimization
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue partnership that will bring United back to JFK in 2027. First, and most importantly, don’t…
Why No One is Collecting Authentic Customer Feedback
Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. So, despite what many companies think,…
The Wholehearted Traveler and Other 2024 Travel Trends
Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon. And a set of trends that will…
Bad Travel Experience
As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both democratized the act of travel and elevated customer expectations. Today, a host in Pereira, Colombia,…
Even the US Government is Jumping on the Customer Experience Train
As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even though customer experience programs demonstrate how CX is still a…
What is Revenge Travel and Why People Do It
LinkedIn is overflowing with articles and company news in response to COVID-19. We are starting to see renderings of future casino experiences that are anything but human-centric. People are beginning to ideate publicly about what would happen if the middle seat on an airplane is…
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. He did it! He created beauty and convenience that transformed the human experience. We EVOLVED….
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 efficacy to gauge customer satisfaction. We had such great engagement that I want to share…