Improving Airport Passenger Experience - THE PETROVA EXPERIENCE

Improving Airport Passenger Experience

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  • Liliana Petrova, The Petrova experience Moderator Improving Airport Passenger Experience

    Improving Airport Passenger Experience

    Tune in to the Aviation Americas Webinar moderated by Liliana Petrova. Listen to aviation and airports experts Brian Cobb and Jaymes Todero as they discuss improving airport passenger experience post Covid19.

    In this hour you will learn how ready the public is to begin traveling again, what airport cleaning will look like in the future, and who should be the designer of the future of travel. Click here and read more about our views of travel and the use of technology to improve customer experience.

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    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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