The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to be an entrepreneur that I have learned in the last five months of my entrepreneur life. I share these top five lessons on how to be an entrepreneur today, to help fledgling and veteran entrepreneurs, and everyone who works with them as clients, partners of colleagues.
Building a Website is VERY Different from Publishing a Blog
Before I incorporated, I had written a blog for a year and a half. I also had built the web pages of the blog site, with the help of WordPress online chat support (they are very good by the way).
With all of this experience, I felt confident that I knew what I was doing. So, I assumed it would be easy and fast to build a new website from scratch. As I understood it, all I needed to do was to copy the old content and structure to the new environment and my site would be done.
That was the biggest mistake I made.
Entrepreneurs Need to Commit Real Time and Resources to Social Media and SEO
You either need to do social media well or not at all. It still amazes me how much time and energy is necessary to maintain meaningful presence online.
Maintaining consistent online presence is a daily job. And it is a real job. You cannot hand it off to someone who does not understand your field or your brand. And the people who understand both are expensive (and worth it!).
So get ready to learn all the supporting websites to do this well. We use Canva, SEMRush, and a few tags/title optimizer sites. It really does not matter what platforms you choose, as long as you do it well and consistently.
Network, Network, Network
Just when I thought I had networked enough in Grad School and as an executive at an airline, I discovered a new frontier. I literally try to meet ten new people a week. It may sound like a lot. And it is.
I run around the city all the time. I joined the Brooklyn Chamber of Commerce, Chief, and NY City Building Congress. And I may join more organizations to meet even more people in 2020. I also tell everyone, everything. Even if conversations are only on the surface, or an event, forum, or a meeting is not perfect match on paper, I go. I collect people, business cards (they are still necessary), and listen to stories. On top of this, I also keep in touch and reignite old connections and friendships from school, previous jobs, and neighborhoods. I. Am. Everywhere.
Quickbooks is an Important Part-Time Job
Do not underestimate the importance of keeping your financials in check. Nobody says you need to reconcile to zero. But you must know roughly how much money you are spending, what your burn rate is, and how you are paying your rent for the next three months. Don’t go to four. It gets stressful! 🙂
As long as you have three months, you are good.
It took us three months to build our brand. At the time it felt like forever. But it gave us clarity and confidence to present ourselves to the world.
Do not try to save money on this. Find a good individual or company and do it right. It is your foundation and identity. Good branding gives you ROI many times over. It also saves you time in the future when you are busier and have less quiet time to be introspective. This is the luxury of the early stages. Take advantage of it.
Create Your Tribe: How Great CX Makes a Lifestyle Brand
Newcomers to the market realize that their business is only as strong as the growth of their customer base. With that in mind, senior leaders work hard to shorten the distance between them and the customer.
Culture Is King – The Power Of Employee Engagement
In 2017 we introduced our ROI series recognizing the challenges all customer experience professionals have to obtain funding for CX initiatives and to prove their positive returns. Our second ROI…
How to Prepare for AI: Dispatches from CR Summit, Charleston
On the eve of the #CRSummit in Charleston, customer experience leaders from various industries held the first AI Committee meeting. AI is a challenging topic to cover because it has…
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.
Healthcare Culture Change Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
Rachel Dreyfus joins The Petrova Experience with a guest blog about healthcare customer experience. Background A culture of positive patient experience is increasingly important in Healthcare, affecting patient outcomes and…
WeWork Does CX Right with a Wow Moment
Used at the right time and place along the customer’s journey, the Wow Moment is an excellent retention technique. When a brand creates personal, relevant experience at exactly the right time, it can build a lifelong, loyal customer relationship.
Customer Experience Design – How Do You Want Customers To Feel?
Last week, we talked about CX Design in terms of space and function. Today, we continue our CX design journey to talk about the design of emotions and feelings. The new…
Hiring Tips: Who Should I Hire First on My CX Team
The pressure to demonstrate business impact and ROI on your Customer Experience initiatives quickly makes your first hire even more important. As usual, there is no answer that fits all scenarios perfectly. We have some helpful strategies to consider based on the structure of your organization and your goals.
Customer Experience Audit: Starbucks Bets On The Physical Experience
Starbucks is opting in for the physical experience in order to become a lifestyle brand while other brands are investing in omni-channel experience.
Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe
Last week we laid out the big moves that the leadership of Toys ‘R’ Us failed to take to evolve with customer needs. This week, billionaire Isaac Larian set up a GoFundMe…
CX Skills Builders: You May Have a CX Job and Not Know It
Last week we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer journey in order to build internal brand equity and buy in.
Why you need a defined culture to do CX right?
When designed and built correctly, customer experience expresses an organization’s brand. Your brand and marketing promises serve as a guiding light to your experience team. Similarly, organizational culture serves as a goalpost for the service side of customer experience.
What is Customer Experience? What are the Faces of CX?
Each area of CX represents a path for CX professionals to impact business health and build successful careers. One of my favorite CX analogies is that it is like the blood in our bodies. When CX is done well, it touches every aspect of an organization. That’s what makes customer experience so much fun! You will never be bored working in CX.
Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
Editor’s Note: This post is part of a series of Customer Experience Audits. See all the audit stories. The automotive industry is right next to the airline industry in terms…
Customer Experience, Self Service, and the Gift of Time
Time is the most precious gift in life. If you think about it, time is the one thing we all want more of. As we get older and busier, time gets even more valuable to us.
Lessons Learned at the Forrester Conference: “Data is the New Sexy”
Once a year I look for an event or a conference to attend where I can learn something new and get better at what I do. This year I attended…
Why BtoB Businesses Need to Think Like BtoC in the Next Decade
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need…
Customer Experience Audit: Uber Bets On Self-Driving Cars With Big Volvo Purchase
The question that remains unanswered is who will be part of the future of transportation. Uber is going for the vertical integration – the whole pie. The future industry of urban transportation will be made of players in three different categories: cars, self-driving software, and ride-sharing network. In contrast, Lyft approaches the future through partnerships.
Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues
The year is 2016. You are the CEO of Toys ‘R’ Us. Your brand still controls 13.6% of the toy market although the company is highly leveraged, a strategy of…
3 Ways to Get Started Creating Better Employee Experience
Guest Post by Gabe Smith, CCXP The relationship between employee experience and customer experience has long been discussed. Without engaged employees, we’re told, it’s difficult to create great experiences for…
United CEO does not care about #customers happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in…
Customer Experience Audit: Domino’s Making the Right CX Choices
Editor’s Note: This post is part of a series of Customer Experience Audit. See all CX audit stories. Domino’s Pizza made two CX bold moves . They changed a nearly half-century…
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.
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…
Autonomous Customers, Traveler Privacy and More Questions for CX Professionals in a Changing World
“As we move toward a more automated culture, most travelers will adapt to a Jetsonian, automated lifestyle. Every industry we know will be disrupted. For those of us in aviation,…
Customer Experience View of your Call Center Technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not…
Our Holiday Wishes for Great CX
Every successful customer experience initiative starts with a skilled CX team. Brush up on your CX skills to strengthen the business case for CX; to develop relationships within your organization; and to deliver standout customer experiences in the new year.
From Pain Points to Magical Moments: Transform the Customer Experience
Argyle Journal interviewed Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports. In the below recording Liliana explains how JetBlue addresses the pain points…
Customer Experience Design – Make the Customer Know Who You Are
Now that we have helped you become experts in the design of space and function and the design of feelings, it is time to turn our attention to aesthetics, and to connect customer experience…
How Not to Leave Customers Stranded on the Busiest Travel Day of the Year
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take….
Liliana Petrova Talks Patient Experience on Helthcare Podcast
Today we share with you a recent healthcare podcast we recorded with Stacey Richter. I was very excited to have the opportunity with her to discuss similarities between the healthcare…
Poor Integration is Bad for Customers and Worse for Brands
Although we all have bad customer experiences, there is still a big debate about “the CX field” and whether it will survive the test of time. There is no doubt…
The Importance of Wellness In The Workplace: Guest Post
Today, The Petrova Experience brings you a guest article by Natlie DeVito of Commonwealth Joe. Commonwealth Joe is an innovative company, new to the New York City market, that offers…
Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
How to balance the efficiency call center metric FCR (first call resolution) with wait and talk time? JetBlue promotes human interactions as a brand promise.
CX Design Makes Form and Function Beautiful – and Cosmopolitan Magazine Notices
At its core, design is about value creation. In the world of Customer Experience, value-driven design requires CX professionals to use empathy to imagine a future customer experience that is…
CX Bold Moves: JetBlue Paperless And Deviceless Boarding
Editor’s Note: This post is part of a series of CX Bold Moves. See all the CX Bold Moves stories. This year JetBlue entered the ranks of the innovators who…
How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an Entrepreneur
The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to…
How to talk to your CFO about customer experience and revenue growth
Last month we introduced the topic of Customer Experience ROI and the complexity of building a good business case for it. The Customer Experience business case is strong, but not easy to prove. Today we will focus on two big wins of a successful customer experience investment – revenue and customer growth of your business.
How @T4 makes real customer experience impact on travelers experience
Today we share our impressions from visiting our welcoming host Chad at JFK Terminal 4 in NYC. We also celebrate Chad as an effective Customer Experience professional/practitioner. His work is…
Why Customers Are Not Responding to Your Customer Experience Survey
When you solicit customer feedback sometimes matters more than how you ask the questions. In the case of a survey about new biometrics boarding initiatives my team and I created for JetBlue, we had a list of feedback that was most important for us.
Customer Experience Audit: eBay’s Vibrant Marketplace of the Future
Editor’s Note: This post is part of a series of Customer Experience Audits. See all audit stories. Two years ago RJ Pittman and eBay made a big bet and made…
Customer Experience Audit: FedEx Omnichannel Disaster
In our Strategy, Org Design & Culture series we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands…
Let’s Get You Certified as a Customer Experience Professional!
Like all mature professions, customer experience has a certification that is internationally recognized. Adding it to your resume will signal to the business community that you are serious about customer experience and your aspiration to be part of its leadership ranks…
The One CX Goal You Need to Set for 2019
For 2019, I urge you to make only one CX goal – bring about business success with your customer experience work. Don’t just do work in the general sense. Rather, set a CX goal that has a real impact on your customers and their experiences with your brand.
How To Define Your Purpose And Have Unique Culture
If you Google the word “purpose” you get the definition “the reason for which something exists.” This is a challenge if you think about it in the context of an…
What is the survey question that will prioritize your #CX roadmap?
As customer experience professionals, we need to factor in this disconnect when we design surveys. And when we react to survey results. Customers have an image of who they want to be. However, their behaviors do not always reflect that image.
Customer Experience Audit: New York Times Beats Google
Editor’s Note: This post is part of a series of Customer Experience Audits. See all audits. The newspaper industry is one of the most disrupted in the past decade. Newspapers…