How to Use Customer Experience Methods and Improve Your Business

What defines a good Customer Experience post Covid?

Become a Member SIGN UP!
  • What defines a good Customer Experience post Covid?

    The Petrova Experience founder, Lililiana Petrova, led a Declare Talk on serving customers during a crisis and capturing the power of empathy with clients and colleagues.  Liliana championed empathy and customer-centered culture to design experiences and communication that promote feelings of safety and comfort.

    As we emerge from COVID-19 closures, Liliana explained what defines a good customer experience post Covid19 and are the experiences we are all responsible for delivering to our customers, clients, and colleagues.

    Listen here!

    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.

    Continue reading

    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.

    Continue reading

    Price Based Country test mode enabled for testing Colombia. You should do tests on private browsing mode. Browse in private with Firefox, Chrome and Safari