Exceptional Customer Experience: Driving ROI Year-Round - THE PETROVA EXPERIENCE

Exceptional Customer Experience: Driving ROI Year-Round

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  • Exceptional Customer Experience: Driving ROI Year-Round

    CX ROI Webinar

    Liliana Petrova, Founder and CEO of The Petrova Experience, and Debbie Jackson, Senior Consultant at Eventus Solutions Group, share insights on how to reach new heights.

    Overcome challenges and build an actionable roadmap to boost ROI with a customer-centric focus.

    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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    Organizational 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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