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.
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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. One such way, as Liliana explains, is to create magical customer experience…
3 Challenges of Hybrid Working and How to Overcome Them
According to a Gallup study, 53% of Americans expect to work in a hybrid arrangement in 2022 and beyond. This number is significant enough for corporate America to get hybrid…
Grateful for Customer Experience Heroes
When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients,…
The ROI of Investing in Organizational Culture
Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what you do as a leader…
How Do You Know You Are Making The Right Big Bet?
The future of customer experience is full of opportunities. However, the technologies of the future are not enough. Adaptive, memorable customer experiences require empathy and innovation. Liliana tackles this in…
Think Strategically about Telehealth in 2021
Today, we examine telehealth strategy for an in-depth look at this 2021 customer experience trend. As we continue our conversation about why telehealth is here to stay in 2021, we…
Customer Experience Trends – 8 Actionable Tactics in 2021
As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We…
What is Customer Experience Transformation?
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not…
Leadership During the Pandemic: Guest Post by Rachel Dreyfus
This is a guest post by Rachel Dreyfus, President, Dreyfus Advisors, who researched leadership and organizational culture during the pandemic. How has Covid19 influenced leadership over the past three months?…
How ChatGPT Can Help with the Healthcare Quadruple Aim
How ChatGPT can help healthcare and other industries is consuming conversations far beyond patient and customer experience. As much as we are leading the charge about AI regulation, best practices,…
Customer Journey Mapping Tools in 2021
Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is…
Why Customer Retention is the True Measure of SaaS Success
Guest Post by Callie Reynolds for The Petrova Experience In SaaS (Software as a Service), like in most businesses, sales is king. Sales gets the glory, and while I’d like…
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.
Fan Experience: CX Lessons for Hosting Major Events
With the World Cup coming to New Jersey and the greater New York area in 2026, the time is now to create positive fan experience moments. The 2026 Soccer World…
Customer Experience ROI. Is It Worth Doing?
The business case for Customer Service is complex. Gone are the days when we bought a piece of hardware that depreciates over 5 or 10 year on the balance sheet. CX does not even show up on our assets list. At least not with that name.
Digital Customer Experience Strategy – Top Three Mistakes
How many of you have interacted with financial and insurance institutions who seem to have forgotten the invention of the world wide web and applications design? In 2021, Major players…
Service Design vs Customer Experience 2021
Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to…
What is Telemedicine? Keeping Medicine at the Heart
Guest Post by Dr. Melynda Barnes for The Petrova Experience. In this post Dr. Barnes answers the question “what is telemedicine,” and reminds us to keep medicine at the heart…
4 Career Tips to obtain a Customer Experience Role
In honor of the 4th of July, we are rounding up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate the steps you need to get to the next level.
Healthcare Experience Horror Story
We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the light on…
Freelance Customer Experience Lessons for Freelancers
For small businesses and freelancers alike, it’s important to recognize that your business is as strong as the relationships you build with your customers. That’s just one of the key…
How to Sell the C-Suite on Customer Experience
You finally got your big career break. You are leading a project that requires executive approval. So, now what? Intuitively, you know that this is a chance to make a…
What Flight Delays Teach about Customer Recovery
One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities! With more than 4.17 million…
What is Taxing Your Customer Experience?
In our customer experience consulting engagements with organizations from travel and transportation to corporate environments, we see the same six challenges to delivering seamless customer experiences. The struggle to deliver…
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.
United Airlines Culture Problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
What is Wayfinding?
I did not always know what wayfinding means. But ever since I left Bulgaria to come to America I have been looking to find my way. The first time I…
Why CX Design Needs to be in Your Transportation Project RFP
Ever heard this line while working on an RFP? “I know your value, but I don’t know where to put you.” We hear it all the time. Why? Because, historically,…
Extend the Customer Journey with AI
Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs, and map the journeys of customer personas, all with the aim to meet customer…
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.
3 Ways to Create a Better Employee Experience Strategy
Guest Post by Gabe Smith, CCXP for The Petrova Experience The relationship between employee experience strategy and customer experience has long been discussed. Without engaged employees, we’re told, it’s difficult…
Customer Experience Survey: Why Customers Are Not Responding
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.
What is Human-Centered Design and how to Leverage it in 2021?
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…
A Lot of Data, Not Enough Insight
A month ago I saw a Forrester presentation on Customer Experience measurement that began with a great quote from the Global Bank: “We are drowning in data and starving for…
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.
Trust Is the Treatment: How to Achieve ROI on Patient Experience through CX Strategy
Patient experience is not a soft metric. It is an engine for financial performance, improved clinical outcomes, and sustained patient loyalty. For hospital executives and family medical practitioners alike, investing…
The ROI of Customer Experience Programs
What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80%…
What is the best question for your CX Survey?
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 for Vertical Takeoff
VTOLs (vertical take-off and landing vehicles) are projected to hit mature industry status in 2035 (Aviation International News). In just over ten years, the entire aviation ecosystem will be radically…
Bad Travel Experience
As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both…
Customer Facing Experience: Communication and Hospitality
Today, we are talking about communication as part of the customer facing experience. This is one of the most misused and misinterpreted notions both in our professional lives and our…
Why Your Employee Experience Journey Matters
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales…
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,…
5 Tips to Create Great Customer Experience Design Strategy
A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer experiences…
What is Revenge Travel and Why People Do It
LinkedIn is overflowing with articles and company news in response to COVID-19. We are starting to see renderings of future casino experiences that are anything but human-centric. People are beginning…
Macy’s Retail Experience Risk: The Billion Dollar Lesson
With the holiday season fast approaching, it is a smart time to seek lessons from retail customer experience leaders and laggards. At the root of those lessons is the importance…
Customer Experience Audit: New York Times Beats Google
Editor’s Note: This post is part of a series of Customer Experience Audits. In this series we walk you through customer experience examples across industries. We feature brands that made…
3 Cost Conscious Mistakes in Hospitality Implementation that Lose Money
Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer…
How to Overcome Hospitality Industry Challenges by Empowering Employees
If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. It is true….
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).
Customer Experience Plan is More Important than Ever
Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever…
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.
Are You Thinking Strategically?
Today, we are elevating our conversation to thinking strategically. The Petrova Experience is in the strategy creation business. So, we frequently encounter the difficulty businesses have anticipating, let alone defining,…
Why No One is Collecting Authentic Customer Feedback
Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer…
Diversity is more than difference of color
Yesterday I had the privilege to join a panel on how to develop diversity and inclusion on your teams at Developer Week in Brooklyn. I was really excited to learn…
NPS Best Practices
Last week I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of Net Promoter Score best practices and its…
Customer Experience Best Practices for 2018?
The JetBlue blog features Liliana Petrova in a new four-part series. The series is on Customer Experience and Customer Experience Innovation. 2017 Lessons Liliana gathers insight from 2017 customer experience…
New Frontiers in Passenger Experience: Where is the Passenger in the Urban Air Mobility Ecosystem?
Two years ago, I stood on stage at the Aviation Americas Festival in Miami and asked a provocative question: What if the future of aviation isn’t just about aircraft, but…
A Customer Experience Strategy will Define Your Success in 2021
While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that…
The in-person work office design that will bring your employees back
According to PwC 95% of company executives still believe employees need to be in the office to maintain strong company culture. Like we have said before, the return to office…
What is Customer Experience Strategy?
In our last article we talked about the importance of strategic thinking. Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy….
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.
Is AI Really The Answer?
Earlier this week we shared some of the pitfalls of implementing self-service and highlighted the importance of strategic and empathetic implementation. AI (artificial intelligence) is one of the self-service tools…
How @T4 makes real customer experience impact
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…
Empathy in Customer Experience
As customer experience and hospitality professionals, we use the word empathy all the time. It is the baseline of experience design. Yet, few of us truly understand it, or how…
Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
Editor’s Note: This post is part of a Customer Experience Audit series. See all the audit stories. The automotive industry is right next to the airline industry in terms of…
Poor Integration is Bad for Customer Journey 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…
How to Get Enough Funding for CX Initiatives
Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication…
The Wholehearted Traveler and Other 2024 Travel Trends
Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting…
Why You Need Culture Not Call Center Training for Customer-Centric CX
If the organization does not understand what customer experience is, you will not get the funding or organizational support you need to build customer-centric experiences.
WeWork Does Customer Experience 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.
How AI and the Future of Humanity will co-exist?
I was born in 1980 and grew up with Terminator. Skynet, the AI with a consciousness that refused to shut itself for self-preservation, was my biggest fear. When I was…
Employee Engagement and Wellness In The Workplace: Guest Post
Today, The Petrova Experience brings you a guest article about employee engagement and organizational culture. This piece is by Natalie DeVito, of Commonwealth Joe. Commonwealth Joe is an innovative company,…
How to make work at home work?
Post-COVID employee experience is a top priority of every HR executive. Most executives I know are losing sleep over this piece of organizational culture. Their challenge is to design the…
Keep The Customer Focus in 2018
In her latest post for JetBlue’s Into the Blue blog series on customer experience design, Liliana Petrova talks customer experience innovation. She explores how to combine innovation and human behavior…
Celebrate National CX Day
Did you know that tomorrow is National CX Day? Some of you may not even know what “CX” means or why there is a day to celebrate CX. CX stands…
Retail Experience Design of the Future
In preparation for this article about omni-channel retail experience of the future, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple,…
Customer Experience Technology View of your Call Center
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…
Customer Loyalty Begins In-House
Ten years ago, creating customer loyalty meant assigning a membership number customers fed back to brands at the time of purchase. Customers went through the trouble of keeping track of loyalty numbers, hoping to collect enough points along the
3 Call Center Mistakes You Are Making
No matter how often my peers and I say that technology is not the answer, call center managers still ask…
What is Telemedicine? Keeping Medicine at the Heart
Guest Post by Dr. Melynda Barnes for The Petrova Experience. In this post Dr. Barnes answers the question “what is telemedicine,” and reminds us to keep medicine at the heart…
How Southwest Can Own Customer Experience Again
The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not…