Are You Thinking Strategically?
Today, we are elevating our conversation to thinking strategically. The Petrova Experience is in the strategy creation business. So, we frequently encounter the difficulty businesses have anticipating, let alone defining,…
Are You Letting Down Your Precious Travelers?
A month and a half ago we introduced the concept of revenge travel and pleaded with the public to trust us aviation professionals and fly again… SOON. Now is the…
What should casinos learn now from airlines?
Today we’re talking about casinos. Casinos and airlines are similar in their operational complexity and sense of wonder. Few people really know how casinos work. Sure, most people know the…
Communication and Hospitality
Today, we are talking about communication as part of the customer facing experience. This is one of the most misused and misinterpreted notions both in our professional lives and our…
Coronavirus Travel: What Does Hospitality Mean Now?
Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago. Although many colleagues chose not…
Hospitality and Why We lack Seamless Travel Experiences
Hospitality is taken for granted across government agencies, airlines and hotels. In my line of work, I often hear “I want to have the JetBlue customer experience.” Although many claim…
Why Customer Retention is the True Measure of SaaS Success
Guest Post by Callie Reynolds In SaaS (Software as a Service), like in most businesses, sales is king. Sales gets the glory, and while I’d like to say this has…
Are You Ready to Go Exclusive with Jane, Your Digital Concierge?
In 2015 JetBlue introduced bag fees. Seven years after the competition. The media exploded. Many publications were negative. They blamed the airline for “selling out.” One headline read “A New…
How to Extend Your Travel Value Proposition
Last December the Ladders published 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 Quinta by…
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….