The Principal Post Liliana Petrova Interview

The Principal Post: Liliana Petrova, In Brief

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  • The Principal Post: Liliana Petrova, In Brief

    On April 22, 2022, The Principal Post published an article spotlighting The Petrova Experience Founder and CEO, Liliana Petrova.

    The article provides an inside-track on Ms. Petrova’s motivations, experiences, and ideas.

    Go inside the story of the founder of The Petrova Experience with answers to questions like “what is your biggest leap” and “what message do you want to send out into the world.”

    Experience the full Interview on The Principal Post.

    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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    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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