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    Customer Experience Tips and Best Practices In 2017?

    In Post 2 of Liliana Petrova’s series on customer experience tips, lessons learned, and best practices for the new year on JetBlue, she explores the importance of “keeping the human touch” when implementing CX innovation tools.

    Head over to Into the Blue, the JetBlue blog, to learn how to keep the human touch, and create better human connections.

     

    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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    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.

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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).

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    2 THOUGHTS ON "Customer Experience Tips and Best Practices In 2017?"

    1. DoingCXRight 12/29/2017 at 5:39 pm

      […] her latest post for JetBlue’s Into the Blue blog series on customer experience lessons learned in 2017, our own Liliana Petrova explores how to combine […]

    2. Can we protect against the uncertainties of the future? or How do you know you are making the right big bet? – DoingCXRight 01/24/2018 at 11:06 am

      […] the last post for JetBlue’s Into the Blue blog series on customer experience lessons learned in 2017, Liliana Petrova and her guests explore different […]

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