Keep The Customer Focus in 2018
In her latest post for JetBlue’s Into the Blue blog series on customer experience design, Liliana Petrova talks customer experience innovation. She explores how to combine innovation and human behavior to keep the customer in focus.
Additionally, Liliana looks at the new strategies customer experience professionals are developing. These strategies keep the customer at the center of both operations and design.
The post, titled “The Customer Experience Effect: A Look at What We Learned in 2017 and What’s Ahead,” looks at why it’s key to watch your customers – and understand human behavior.
How to Keep the Focus on the Customer
Looking at customer innovation and customer experience design, Liliana challenges the JetBlue blog audience to ask questions. One important question: “how do we keep the customer in focus when we build things?”
In order to answer this question, Liliana outlines some of JetBlue’s current customer innovations. These include recent successfully completed initiatives.
In closing, Liliana explains the overall customer experience design process. She notes, “at JetBlue, when we start doing anything, we always try to imagine it through the eyes of the customer and think about how crewmembers can deliver hospitality.”
Customer Innovation Tips and Insights
For more innovations, read the full text of the article, and watch the video.
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