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.

    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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    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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