How customer experience best practices anticipate and adapt to needs


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  • the customer experience effect jetblue liliana petrova

    How Do You Know You Are Making The Right Big Bet?

    The future of customer experience is full of opportunities. However, the technologies of the future are not enough. Adaptive, memorable customer experiences require empathy and innovation. Liliana tackles this in an installment of JetBlue Into the Blue blog series. Along with her guests, Liliana explores how to envision future customer experience. After all, envisioning the future is the first step to building it. Here, Liliana talks customer experience best practices and organizational culture

    Keep in mind, these CX best practices don’t merely define the customer experience field. They position customer experience programs for success. 

    Technology and Aspiration

    Further, Liliana’s customer experience conversation looks at technology and aspiration. As Allegra Burnette, former Forrester consultant, says, “don’t tie it to technology, tie it to an aspiration.” 

    With that in mind, let’s look at CX practices and innovation. Liliana and JetBlue leap into the unknown. They use micro-innovation and empathy to create consistent, memorable experiences.

    Then, they infuse innovation and empathy in every interaction. Always with an eye on their True North.

    Article and Video

    Read more and watch the video.

    More questions about customer experience best practices?

    Do you want to learn more? Explore The Petrova Experience Blog. Listen to our customer experience seminars and events. Find out how to build customer experience strategy. And read how to design customer experience programs.

    Finally, understand how to create a culture that puts the customer at the center of your organization.

    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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    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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