CX Podcast - The Petrova Experience

CEO of The Petrova Experience Launches Podcast for Executives

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  • CEO of The Petrova Experience Launches Podcast for Executives

    Liliana Petrova, CCXP, Founder and CEO of The Petrova Experience, today announces the launch of a new Customer Experience podcast.

    The One Thing: Customer Experience from the Top gives an exclusive, inside view of customer experience strategy, design, and cultural commitments from some of the world’s top brands

    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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    How a Personal Interaction builds Repeat Customers

    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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