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    • liliana petrova movie customer experience unsung heroes

    Grateful for Customer Experience Heroes

    When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients, partners and colleagues. And it is embedded in our organizational culture.

    For this reason and so many more, we are grateful to create customer experiences of the future with the mandate to pursue customer happiness.

    Unsung Heroes

    In this spirit, we set out to find the individuals we call the Unsung Heroes of Customer Experience.

    Real people inspire us every day by how they provide customer experience.  We celebrate individuals who bring joy to customers of all walks of life. These are the Unsung Heroes of customer experience. They are cobblers and bartenders, childcare providers and neighborhood store owners.

    And they make our lives better.

    A Thankful Tribute

    Meet the faces and the stories of customer experience. Learn from them, and celebrate them, with us.

    Recently, we made a film to do just that. Unsung Heroes of Customer Experience is a tribute to individuals who inspire us. But, it also is a tribute to our industry. And to our goal to pursue customer happiness in every corner of the world. Everywhere customers are served.

    What it Means to Be a Customer Experience Hero

    A customer experience hero connects with customers in real, meaningful ways. As one of our featured heroes explains, fundamentally, this means “treating the customer how I want to be treated.”

    Such a guiding principle may seem simple – even second nature. However, let’s unpack it. When we do, we see how that basic motivation comes to life. The desire to treat the customer as you want a brand (or an individual) to treat you is hard to achieve. It requires specific, empathetic experience design. And execution. In fact, responding to this seemingly simple motivation meets a requires meeting a range of complexities.

    In the end, though, with the right organizational culture, and the right employees, it also creates opportunities to do more for your customers. And to do it better. To shape a future in pursuit of customer happiness.

     

    Liliana Petrova, CCXP

    Published on 11/07/2019

    Liliana Petrova, CCXP

    Liliana Petrova CCXP pioneered a new customer-centric culture that energized more than 15,000 JetBlue employees. Future Travel Experience & Popular Science awarded her for her  JFK Lobby redesign & facial recognition program. Committed to creating seamless experiences for customers and greater value for brands, she founded The Petrova Experience, an international customer experience consulting firm that helps brands improve CX. To elevate the industry, she launched a membership program to help CX professionals grow their careers. Ms Petrova lives in Brooklyn with her husband and daughter.
    leaders act on behalf of their customer - organizational culture quote the petrova experience

    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.

    by 03/21/2019
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