Chief Customer Officers CXPA Webinar - THE PETROVA EXPERIENCE

Chief Customer Officers CXPA Webinar

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  • The Petrova Experience speaker on a Customer Experience Webinar

    Chief Customer Officers CXPA Webinar

    Tune in to listen to Liliana Petrova and other certified customer experience thought leaders during Customer Experience week. Learn what is cognitive empathy and how to empower your middle management both to ask the right questions and to have honest conversations with the front line.

    For the Chief Customer Officers – learn how to design employee facing technology that will have high adoption rate and employee engagement.

    The leaders who understand and prioritize employee experience will be the winners in the next decade! Tune in to join them!

    How a Personal Interaction builds Customer Loyalty

    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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    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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