Unleashed - Optimizing customer experience with Liliana Petrova

Unleashed Podcast – Liliana Petrova on optimizing the customer experience

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  • Unleashed Podcast – Liliana Petrova on optimizing the customer experience

    Tune in to the Unleashed customer experience podcast where Liliana Petrova and Will Bachman talk about customer experience optimization. Learn how to make customer-centric decisions. Find out how to ensure your customer is serviced the way he/she wants. Get the step-by-step process to diagnose your customer experience. And evaluate whether it really is good or bad.

    In this podcast episode, Liliana and Bill take you behind the scenes to see how airlines product decisions are made with the customer in mind.

    There is method to the madness – and even going through the motions is fun!

    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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    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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