What Customer Experience in Casinos and Airports share - Liliana Petrova

Communism, Casinos, Airports & Customer Experience Podcast

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  • Communism, Casinos, Airports & Customer Experience Podcast

    Listen to our passionate customer experience podcast with Gary David and Adam Gamwell. They did some serious research on Liliana and found out about her start in the casino industry and St. Francis College. This conversation covers the motivations and past of Liliana Petrova and how they formed her drive for customer happiness pursuit.

    How can you convert a whole organization of people to adopt a ‘culture of centricity,’ whether it be customer-centricity, employee-centricity, etc? Are we really talking about being a cultural missionary?  Find the answers to these questions and many more below.


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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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    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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