Customer Experience Leaders - The Petrova Experience


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  • Customer Experience Leaders vs Laggards?

    When you’re shopping for a product or service, how often is price the only differentiator you consider between competing brands? The answer is likely rarely, if ever. This mindset represents a radical evolution in the shopping habits of consumers. Not so long ago it was common for price to be the primary differentiator for many products and services. Gas is a penny per gallon less at this service station than the one down the street? That’s where you go get your gas. This grocery store offers slightly better prices than the one across town? That’s where you do your shopping…

    Consumers have grown considerably more sophisticated, considering far more than just price in evaluating brands competing in the same market. The customer experience (CX) brands provide has evolved to become the most important differentiator.

    This article originally appeared in CMS Wire.

    Read the full text of the article about customer experience leaders and purchasing decisions here.

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    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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