JetBlue’s Head of Customer Experience Programs on Addressing Customer Journey Pain Points - THE PETROVA EXPERIENCE

JetBlue’s Head of Customer Experience Programs on Addressing Customer Journey Pain Points

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  • JetBlue’s Head of Customer Experience Programs on Addressing Customer Journey Pain Points

    Liliana Petrova, Head of Customer Experience Programs at JetBlue Airways, shared her thoughts on the customer journey and how to address various pain points along this journey.

    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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    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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