CXPA Classes Customer Journey Management - THE PETROVA EXPERIENCE

CXPA Classes Customer Journey Management

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  • CXPA Classes Customer Journey Management

    The CXPA Online Customer Journey Management class is an affordable way to learn fundamentals on the go.

    At around $50 for CXPA Member, it offers a series of recordings allows you to go at your own pace. The instructor goes into great detail explaining how to build a journey map, what the challenges are, and how to overcome them. After this class you will feel much more comfortable that you have a good understanding of one of the foundational Customer Experience management tools. We recommend reviewing the selections taught by Valerie Peck.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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