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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    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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