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  • liliana petrova movie customer experience unsung heroes
    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, partners and colleagues.

    For this reason ans so many others, we are grateful to create customer experiences of the future with this mandate.

    Unsung Heroes

    In this spirit, we set out to find the individuals we call the Unsung Heroes of Customer Experience.

    Real people inspire us every day by the ways they provide customer experience.  We celebrate individuals who bring joy to customers of all walks of life. These are the Unsung Heroes of customer experience. They are cobblers and bartenders, childcare providers and neighborhood store owners.

    And they make our lives better.

    A Thankful Tribute

    These individuals are the faces and the stories of customer experience. It is their stories that we are celebrating and learning from.

    As a result, we made a film that is a tribute to them, to our industry, and to our goal of pursuing customer happiness in every corner of the world where customers are served.

    What it Means to Be a Customer Experience Hero

    For us, the customer experience hero is the person who connects with customers in a real and meaningful way. As one of our featured heroes explains, fundamentally, this means “treating the customer how I want to be treated.”

    While that guiding principle may at first seem simple – even second nature – when we unpack that basic motivation, and explore the many ways that we can bring that desire to life through experience design and execution, we realize not only the complexities that we face, but the opportunities that arise to do more and to do it better. To shape a future in pursuit of customer happiness.

     

    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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    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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    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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