What defines a good Customer Experience post Covid? - THE PETROVA EXPERIENCE

What defines a good Customer Experience post Covid?

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  • 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!

    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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