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.

    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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