Keynote - ROI of Customer Experience - THE PETROVA EXPERIENCE

Keynote – ROI of Customer Experience

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  • Keynote – ROI of Customer Experience

    On 5/24/18, Liliana Petrova presented at the Customer Experience Exchange Travel & Hospitality conference in Florida. She spoke about the ROI of Customer Experience.

    Topics included:

    • Translating customer experience improvements into clear business value for organizations.
    • Prioritizing action, investment and attention for customer experience from multiple stakeholders.
    • Creating a compelling story for change by tangibly proving the worth of customer satisfaction.

    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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    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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