Travel Customer Experience Transformation Case Study


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  • Liliana Petrova

    From Pain Points to Magical Moments: Transform the Customer Experience

    Argyle Journal interviewed Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports. In the below recording Liliana explains how JetBlue addresses the pain points of their customers.

    Liliana brings up a point integral to all technology-based customer experience solutions. Namely, that “[w]e want to create something that feels like magic, without breaking any foundational rules.”

    Of that magic and the quest to create it, Liliana explains, “[i]f there is a way to create a seamless and invisible experience, we want to find a way to get there.”

    Read more about how she and her team are working to do so.

    Play the audio below to hear Liliana speak about the magical customer experience.


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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 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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    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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