Organizational culture - Strategic Imperative in 2021
  • Customer Centric CULTURE

    Invest in Employees Let's Talk!

    What is Organizational Culture?

    Culture is the "how" of customer experience. Smart business leaders understand that. They commit to leading by example and they sustain a productive, employee-centered culture. When employees live the values of a brand at every level of the organization, it translates to memorable, powerful experiences for customers and employees.

    The Petrova Experience infuses organizations with Customer Experience Culture. Through a rigorous process, The Petrova Experience Team aligns with organizations to create brand ethos, hospitality standards, and employee experience initiatives that transform cultural commitments to sustainable, impactful experiences. The Petrova Experience does not stop at the presentation. The team is fully engaged on the ground, helping employees connect their day-to-day with the desired brand culture.

    AWARDS & Credentials

    Organizational Culture is the collective understanding of what behaviours are accepted and not accepted within an organization. Cultures define and shape the employee experience and work environment of a business. Organizational culture is also how business leaders act in the organization and is reflected in their decision-making approach.

    The most spoken about types of culture are: toxic and entrepreneurial. Bad organizational culture often doesn’t allow employees to make decisions on their own and rewards personal relationships over the quality of work. Entrepreneurial culture is when organizations treat their employees like customers, empowering them to do their job the best way they can.


    Organizational Culture is important because bad culture can cause high turnover which in turn increases retention costs and yields a bad customer experience. The business case of good organizational culture includes great customer experience, higher revenues, and customer loyalty.

    Organizational Culture is shaped by mission, organizational beliefs, and defined employee behaviours. It is also driven by customer-centric leadership. These elements empower the executive team and employees to behave in a consistent manner that reflects the organizational culture.


    Customer Experience for the Hospitality and Travel Industry

    The consumer-based travel industry is consumer-based needs volume to survive. Customer experience that makes customers happy and keeps happy customers coming back brings the volume the travel and hospitality requires.


    Today’s patient, no matter health or socioeconomic status, requires easy-to-understand, actionable patient experiences that support health and wellness. Build a customer experience strategy for healthcare that is patient-centered, breaks silos, and improves access to data along the continuum of care.


    CX strategy empowers transportation sector businesses understand and design for the scope of customer types and customer needs in this $206B USD industry. When a customer-centric mindset prioritizes the strategic design of seamless, guided journeys, the world class transportation experiences customers want, become possible.


    Impactful investments in student experience position higher ed and K12 institutions to meet diverse student needs, and secure their positions in competitive, demanding markets. CX strategy for the education industry sets the standard for the student experiences of the future.

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