Customer Experience Investment Liliana Petrova

KnowHow Customer Experience Investment Webinar with Lilian Petrova

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  • investment in customer experience delights customers and improves ROI

    KnowHow Customer Experience Investment Webinar with Lilian Petrova

    Customer Experience in Restoration: Delighting Your Customer from Job Start to Close

    The Petrova Experience Founder and CEO Liliana Petrova is a featured guest on The Five Star Restorer Webinar Series.

    She talks with host Leighton Healey about improving CX in the restoration industry.

    Customer Experience Investment

    Since customer are willing to pay 17% more for services from brands with proven quality customer experience, knowing how to design and deliver those experiences is key.

    Liliana explains how customer experience investment leads to ROI gains.

    Don’t Forget about Employee Experience

    Delighting customers starts with delighting employees. On this series episode, Liliana explores the important topic of how organizational culture and employee retention are key to customer experience excellence.

    Listen now!


    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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    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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