Lessons Learned from Being an Enterpreneur in Customer Experience

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    How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an Entrepreneur

    The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to be an entrepreneur that I have learned in the last five months of my entrepreneur life. I share these top five lessons on how to be an entrepreneur today, to help fledgling and veteran entrepreneurs, and everyone who works with them as clients, partners of colleagues.

    Building a Website is VERY Different from Publishing a Blog

    Before I incorporated, I had written a blog for a year and a half. I also had built the web pages of the blog site, with the help of WordPress online chat support (they are very good by the way).

    With all of this experience, I felt confident that I knew what I was doing. So, I assumed it would be easy and fast to build a new website from scratch. As I understood it, all I needed to do was to copy the old content and structure to the new environment and my site would be done.

    That was the biggest mistake I made.

    Entrepreneurs Need to Commit Real Time and Resources to Social Media and SEO

    You either need to do social media well or not at all. It still amazes me how much time and energy is necessary to maintain meaningful presence online.

    Maintaining consistent online presence is a daily job. And it is a real job. You cannot hand it off to someone who does not understand your field or your brand. And the people who understand both are expensive (and worth it!).

    So get ready to learn all the supporting websites to do this well. We use Canva, SEMRush, and a few tags/title optimizer sites. It really does not matter what platforms you choose, as long as you do it well and consistently.

    Network, Network, Network

    Just when I thought I had networked enough in Grad School and as an executive at an airline, I discovered a new frontier. I literally try to meet ten new people a week. It may sound like a lot. And it is.

    I run around the city all the time. I joined the Brooklyn Chamber of Commerce, Chief, and NY City Building Congress. And I may join more organizations to meet even more people in 2020. I also tell everyone, everything. Even if conversations are only on the surface, or an event, forum, or a meeting is not perfect match on paper, I go. I collect people, business cards (they are still necessary), and listen to stories. On top of this, I also keep in touch and reignite old connections and friendships from school, previous jobs, and neighborhoods. I. Am. Everywhere.

    Quickbooks is an Important Part-Time Job

    Do not underestimate the importance of keeping your financials in check. Nobody says you need to reconcile to zero. But you must know roughly how much money you are spending, what your burn rate is, and how you are paying your rent for the next three months. Don’t go to four. It gets stressful! 🙂

    As long as you have three months, you are good.

    Branding Works

    It took us three months to build our brand. At the time it felt like  forever. But it gave us clarity and confidence to present ourselves to the world.

    Do not try to save money on this. Find a good individual or company and do it right. It is your foundation and identity. Good branding gives you ROI many times over. It also saves you time in the future when you are busier and have less quiet time to be introspective. This is the luxury of the early stages. Take advantage of it.

    Liliana Petrova, CCXP

    Published on 09/17/2019

    Liliana Petrova, CCXP

    Liliana Petrova CCXP pioneered a new customer-centric culture that energized more than 15,000 JetBlue employees. Future Travel Experience & Popular Science awarded her for her  JFK Lobby redesign & facial recognition program. Committed to creating seamless experiences for customers and greater value for brands, she founded The Petrova Experience, an international customer experience consulting firm that helps brands improve CX. To elevate the industry, she launched a membership program to help CX professionals grow their careers. Ms Petrova lives in Brooklyn with her husband and daughter.

    How a Personal Interaction builds Repeat Customers

    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).

    by 11/28/2018
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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.

    by 08/15/2018
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