Customer Experience Consulting - Strategy and Implementation
  • Customer Experience Consulting Services

    What We Do Watch Our Video!

    Why Customer Experience Consulting?

    Customers are not happy with their experiences. Only 30% of consumers believe organizations are customer-centric. We are here to solve this for you.

    Customer Experience is the battlefield of the future. Whether you are launching a brand or leading a brand that has been around for decades, you must be intentional about customer experience design. We help you understand customer expectations to consistently, authentically meet those expectations in ways that reflect your brand ethos.

    If you already invest in customer experience, but are challenged to show a connection to business returns, we track customer experience impact on your business, and prove the ROI of your CX Program.

    Customer Experience Solutions

    STRATEGY

    Customer Experience Strategy is the foundation of Customer Experience. CX Strategy is based on your Corporate Strategy, and operationalizes your Brand Strategy.

    The Petrova Experience helps you define your True North by co-creating Customer Experience Strategy with your Leadership Team.
     

    CULTURE

    Customer-Centric Culture, the most important piece of the experience puzzle, complements Customer Experience Strategy.

    The Petrova Experience helps you articulate your brand hospitality commitments and trains your employees to bring your brand culture to life.
     

    EXPERIENCE DESIGN

    The Petrova Experience intentionally designs your customer experience using human-centered design principles.

    Our empathy-driven approach delivers differentiated customer experiences in the physical and digital environment.
     

    EXPERIENCE TECHNOLOGY

    Experience technology is the most misunderstood piece of the experience puzzle. Remember, technology does not exist in isolation.

    The Petrova Experience is the glue that connects your technology aspirations, operations, and employee needs, to your customer experience strategy.
     

    Customer Experience Case Studies

         STRATEGY

    Strategic Planning is the backbone of an organization's success. As Budget Buddies embarked on its transformation journey, our team spearheaded the creation of the organization's Mission, Vision and Values, and the build-out of the 5 year Strategic Plan. Customer Experience Strategy is built upon the building blocks of culture and corporate strategy.

       CULTURE

    The Petrova Experience worked with WOT to transform the organizational culture of  their biggest client - New Beginnings Highschool. By redesigning business processes and procedures while recommitting to the organization's values commitments, we energized the culture of this mission-driven client.

      DESIGN

    Experience Design is one of the most impactful and time-consuming  parts of  customer experience. The Petrova Experience worked with the TMRW Leadership Team to define the company Mission, Values and Culture Commitments. We then applied the TMRW Creed, and designed client-centered service standards.

    TECHNOLOGY

    Technology is only as good as the experience design around it. Members of The Petrova Experience Team designed and implemented the first fully integrated facial recognition boarding experience with Customs and Border Protection and led the award-winning JFK Terminal 5 Self-Service Lobby Redesign for JetBlue Airways.

    A customer experience consultant identifies customer needs and painpoints, and creates solutions to address and improve them across the customer journey. Customer experience consultants advise executives on how to build customer experience teams and organizational cultures that create engaged employees and repeat customers.

    A customer experience professional leverages research, operations, and marketing to manage and improve the day-to-day interactions between customers and employees. Depending on the company size, a customer experience professional can also design and manage communications and overall experiences of customers. A customer experience professional always stays on top of customer experience trends to deliver differentiated brand experiences.

    Customer experience is a cross functional discipline. To become a customer experience expert, first have diverse experiences across marketing, IT, design, and communications. Truly committed experts obtain customer experience certification through CXPA.

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