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    Liliana Petrova Talks Patient Experience on Healthcare Podcast

    Today we share with you a recent healthcare podcast we recorded with Stacey Richter. I was very excited to have the opportunity to discuss with her the similarities between the healthcare industry and the airline industry. We talked about the patient journey, what it takes to have higher adoption of an app product and how we can fix the complex problems of industries with very heavy cost structures and intense regulation.

    Stacey and I met at the Panagora Pharma conference in February this year where I spoke on the same topic with other industry peers passionate about improving healthcare in a sustainable manner.

    Listen to the full podcast here.

    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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