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.
Retail Experience Design of the Future
In preparation for this article about omni-channel retail experience of the future, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple,…
Culture Starts at the Top
Without a leader who believes that today’s business success is about acquiring and retaining customers, you cannot even begin the process of building a culture. Leaders who are passionate about the customer are also passionate about creating culture and employee engagement.
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…
Freelance Customer Experience Lessons for Freelancers
For small businesses and freelancers alike, it’s important to recognize that your business is as strong as the relationships you build with your customers. That’s just one of the key…
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,…
When Not To Invest In Self-Service Technology?
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Autonomous Customers, Traveler Privacy and More Questions for CX Professionals in a Changing World
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Patient Experience Trends in 2021 – Telehealth is Here to Stay
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United Airlines Culture Problem
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CX Skills Builder: Own the Customer Experience
Often, Customer Experience professionals do not believe that they can improve customer experience by impacting the experience design for their customers. Why? What causes this disconnect? I once got a…
Customer Experience Tips and Best Practices In 2017?
This is Post 2 of Liliana Petrova’s series on customer experience tips, lessons learned, and best practices for the new year. The article appears on the JetBlue Blog. In it,…
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.
Diversity is more than difference of color
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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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Customer Experience Audit: Domino’s Making the Right CX Choices
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Paperless Customer Journey – JetBlue Deviceless Boarding
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Is Covid19 What We Needed to Build Seamless End-to-End Travel Experience?
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Customer Experience Design – How Do You Want Customers To Feel?
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Customer Engagement ROI
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Lessons Learned at the Forrester Conference: “Data is the New Sexy”
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Why you need a defined culture for customer experience?
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It’s Time to Meet The Petrova Experience!
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What is the Real Cost of Employee Experience?
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Hiring Tips: Who Should I Hire First on My CX Team
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Employee Engagement and Wellness In The Workplace: Guest Post
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Contactless and Self-Service are Here to Stay
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Healthcare Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
Rachel Dreyfus joins The Petrova Experience with a guest blog about patient experience. Background A culture of positive patient experience is increasingly important in Healthcare, affecting patient outcomes and satisfaction….
Do You Know Where Your Inventory Is?
When I worked in the airline business our most embarrassing incident was “losing a minor”. We never lost a child, of course. But we might not have known where a…
#CXTHUS Exchange Insights – winners and losers?
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Customer Experience, Self Service, and the Gift of Time
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Let’s Get You Certified as a Customer Experience Professional!
Like all mature professions, customer experience has a certification that is internationally recognized. Adding it to your resume will signal to the business community that you are serious about customer experience and your aspiration to be part of its leadership ranks…
JetBlue Leading Customer Experience
Since I used to lead the JetBlue customer experience, people often ask what is behind the JetBlue experience magic. Or, as one of our clients refers to it, the “JetBlue…
End to End Customer Experience – How to Get it Right
When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you…
Empathy in Customer Experience
As customer experience and hospitality professionals, we use the word empathy all the time. It is the baseline of experience design. Yet, few of us truly understand it. Last month,…
Customer Experience Plan is More Important than Ever
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3 Ways to Create a Better Employee Experience Strategy
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Employee Centric Culture – Culture is King
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What is Human-Centered Design and how to Leverage it in 2021?
At its core, design is about value creation. In the world of Customer Experience, value-driven design requires CX professionals to use empathy to imagine a future customer experience that is…
Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
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Customer Experience Audit: FedEx Omnichannel Disaster
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Customer Experience Audit: New York Times Beats Google
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2021 Customer Loyalty Strategy – Relationships over Transactions
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Bad Customer Experience
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Even the US Government is Jumping on the Customer Experience Train
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How to Sell the C-Suite on Customer Experience
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United CEO does not care about #customers happiness. Really?
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Celebrate National CX Day
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3 Call Center Mistakes You Are Making
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Eliminate Customer Stress with Good CX
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When There is No Chat in Chat Support
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What is Big Data and Why Should I Care?
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CX Skills Builder: How to articulate your CX Value and secure your budget
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Why I Don’t Love Chatbots
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Aviation Industry, Coronavirus Isn’t the Only Thing Killing Us
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What is Customer Experience Strategy?
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Why Bt2B Businesses Must Think Like B2C in the Next Decade
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Am I A Good Candidate For A Customer Experience Role?
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Can One Email Build Loyalty? #MYWESTELM
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Holiday Wishes for Great CX: Career Advice Edition
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How to talk to your CFO about customer experience and revenue growth
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Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe
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What is Wayfinding?
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Coronavirus Travel: What Does Hospitality Mean Now?
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Brand and Customer Experience – Make the Customer Know Who You Are
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Airport Experience – Are You Letting Down Your Precious 2021 Travelers?
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Extend Your Travel Experience Value Proposition
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What is the best question for your CX Survey?
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Customer Facing Experience: Communication and Hospitality
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What is Revenge Travel and Why People Do It
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Liliana Petrova Talks Patient Experience in Healthcare Podcast
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Healthcare Experience Horror Story
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How Does Social Media Affect Customer Experience?
Social Media is the only real-time channel for successful brands to manage customer experience and brand management.
Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
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Customer Experience Survey: Why Customers Are Not Responding
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The One CX Goal You Need to Set for 2019
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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.
Customer Experience Audit: Starbucks Bets On The Physical Experience
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Think Strategically about Telehealth in 2021
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How to Build Your Customer Experience Roadmap?
This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had…
What is Journey Mapping?
Although we have published more than 130 articles on customer experience, we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience…
End to End Customer Experience – How to Get it Right
When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you…