Keep The Customer Focus in 2018
In her latest post for JetBlue’s Into the Blue blog series on customer experience, our own Liliana Petrova talks customer experience innovation. She explores how to combine innovation and knowledge of human behavior to keep the customer in focus.
And she shows how CX professionals are developing new strategies that keep the customer at the center of operations and design.
In this post, titled “The Customer Experience Effect: A Look at What We Learned in 2017 and What’s Ahead,” Liliana 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 “how do we keep the customer in focus when we build things?”
She goes on to describe some of the customer innovations JetBlue is working on. These include recent successfully completed customer experience initiatives. In explaining the customer experience design process, Liliana 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.
Can One Email Build Loyalty? #MYWESTELM
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Culture Is King – The Power of Employee Centric Culture
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Retail Experience Design of the Future
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Customer Experience ROI. Is It Worth Doing?
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Employee Engagement and Wellness In The Workplace: Guest Post
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How Does Social Media Affect Customer Experience?
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How to Extend Your Travel Experience Value Proposition
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Am I A Good Candidate For A Customer Experience Role?
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Is Covid19 What We Needed to Build Seamless End-to-End Travel Experience?
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Customer Experience Trends – 8 Actionable Tactics in 2021
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WeWork Does CX Right with a Wow Moment
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Coronavirus Travel: What Does Hospitality Mean Now?
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Customer Experience Best Practices for 2018?
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Customer Experience Design – How Do You Want Customers To Feel?
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Customer Experience Audit: Domino’s Making the Right CX Choices
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Customer Experience Tips and Best Practices In 2017?
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How Smart Do Humans Want AI To Get?
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Why You Need Culture Not Call Center Training for Customer-Centric CX
If the organization does not understand what customer experience is, you will not get the funding or organizational support you need to build customer-centric experiences.
Why you need a defined culture for customer experience?
When designed and built correctly, customer experience expresses an organization’s brand. Your brand and marketing promises serve as a guiding light to your experience team. Similarly, organizational culture serves as a goalpost for the service side of customer experience.
How to talk to your CFO about customer experience and revenue growth
Last month we introduced the topic of Customer Experience ROI and the complexity of building a good business case for it. The Customer Experience business case is strong, but not easy to prove. Today we will focus on two big wins of a successful customer experience investment – revenue and customer growth of your business.
Customer Experience Audit: New York Times Beats Google
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Leadership During the Pandemic: Guest Post by Rachel Dreyfus
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Why Bt2B Businesses Must Think Like B2C in the Next Decade
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Why I Don’t Love Chatbots
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Is AI Really The Answer?
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From Pain Points to Magical Moments: Transform the Customer Experience
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Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues
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NYC Subway CX Kills Chivalry in the City
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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).
What is Customer Experience? What are the Faces of CX?
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Web Experience is Having a Comeback
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Create Your Tribe: How Great CX Makes a Lifestyle Brand
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Human Experience: Do You Really Know Your Customers?
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A Lot of Data, Not Enough Insight
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Customer Experience Technology View of your Call Center
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Patient Experience Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
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How to Build Your Customer Experience Roadmap?
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4 Career Tips to obtain a Customer Experience Role
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JetBlue Leading Customer Experience
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Customer Experience is More Important than Ever
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Customer Experience Survey: Why Customers Are Not Responding
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Customer Facing Experience: Communication and Hospitality
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What is the survey question that will prioritize your #CX roadmap?
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Patient Experience Trends in 2021 – Telehealth is Here to Stay
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Customer Experience Audit: FedEx Omnichannel Disaster
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Where Should CX Sit at the Table?
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Are You Ready to Go Exclusive with Jane, Your Digital Concierge?
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Let’s Get You Certified as a Customer Experience Professional!
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How Well Do You Understand AI Applications?
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What Can Casino Consulting Firms Learn from Airlines?
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Hiring Tips: Who Should I Hire First on My CX Team
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How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an Entrepreneur
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Are You Thinking Strategically?
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The future travel experience we deserve
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Eliminate Customer Stress with Good CX
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Think Strategically about Telehealth in 2021
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United CEO does not care about #customers happiness. Really?
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Even the US Government is Jumping on the Customer Experience Train
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When There is No Chat in Chat Support
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What is Customer Experience Strategy?
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How Do You Know You Are Making The Right Big Bet?
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A Customer Experience Strategy will Define Your Success in 2021
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NPS Best Practices
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