NYU Stern Alumni Feature

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  • NYU Stern Alumni Feature

    NYU Stern Alumni feature of Liliana and her MBA experience. Liliana shares her ‘problem solving’ approach to transitioning from financial services to marketing and ultimately customer experience at JetBlue Airways. She also shares her ‘be bold’ mantra toward innovation.

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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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