Technology Innovations for Hospitality - THE PETROVA EXPERIENCE

Technology Innovations for Hospitality

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  • Tech Innovations for Hospitality with Liliana Petrova and Rick McNerny

    Technology Innovations for Hospitality

    This 30-minute webinar is the capstone to The Petrova Experience Summer Webinar Series on Hospitality.

    Throughout the series, CEO/Founder Liliana Petrova and special guests discussed the 3 Pillars of Hospitality: People, Processes, and Technology.

    The technology roundtable discussion featuring customer experience technology expert Richard McNerny zeroed in on how to maximize technology investments to give power back to employees and customers, and to support world-class experiences.

    View Technology Innovations for Hospitality.

    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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