How to Apply Customer Centric Design in Practice with Your Customers?


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  • the customer experience effect jetblue liliana petrova

    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.

    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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