How to Use Customer Experience Methods and Improve Your Business

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.

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    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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    How a Personal Interaction builds Repeat Customers

    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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