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  • the customer experience effect jetblue liliana petrova

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

    Liliana and her guests explore how to envision the future in this post for the JetBlue Into the Blue blog series. After all, envisioning the future is the first step to building the future you want. In the post, Liliana tackles customer experience best practices. These practices define the field and position customer experience programs for success. 

    The conversation includes wisdom related to customer experience in the context of 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, we take a look at customer experience innovation. Liliana and JetBlue leap into the unknown by using micro-innovation and empathy to create consistent, memorable customer experiences. And they create these experiences at every possible interaction. All while keeping in mind their true North Star.

    Read more and watch the video.

    More questions about customer experience best practices?

    If you want to learn more, explore The Petrova Experience Blog and our recordings from customer experience seminars and events. Here, you will learn more about how to build a customer experience strategy, design customer experience programs. And, you will learn how to create a culture that puts the customer at the center of your operation.

    How a Personal Interaction builds Customer Loyalty

    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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    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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