Go Solo Features The Petrova Experience

We Secure Your Customer’s Happiness – The Petrova Experience

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  • We Secure Your Customer’s Happiness – The Petrova Experience

    Entrepreneur publication Go Solo features Liliana Petrova and The Petrova Experience.

    The one-on-one interview gives an honest look at the victories and challenges involved in building a business. And how the pursuit of happiness is a guidepost.

    Read on for Liliana’s insights, along with her three tips for anyone looking to start a business in this environment.

    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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