Today marks one of the big milestones in my life. This is the day I am officially choosing to live my dream. We are launching The Petrova Experience, a customer experience consulting, coaching and membership organization. I remember the day I fell in love with Customer Experience. On that day I saw first hand how better customer experience impacts employees, customers, and businesses. This was the first time in my life that I not only saw the end product of my work, but I also had a real-time impact on our customers and bottom line. I knew that day, that I had found my professional home.
I have been planning for this defining step since 2008 when I met a woman in Royal Bank of Canada who had gone out on her own to be more available to her little daughter. I do not remember her name, but I do remember the seed she planted in me. So it is possible to be a successful professional and an emotionally available mom?
A name I do remember is Mike Taunton. He was the one who told me that my career should consist of series of roles that are in very different parts of an organization. He was the first finance guy I have ever known who had run a marketing team. I think I may be the second. It took me two years in Marketing to realize I AM creative. Unleashing that side of me is the most valuable gift of my career. Without it, I could have never pushed the design to perfection for the experiences that we built. Respecting brand management and marketing is a real skill that is not as common as we think. Customer experience design is one of my favorite parts of the customer experience business and I can do it now, because of my marketing experience.
Customer experience also made finance fun for the first time in my life. I have a pretty long tenure in finance and never particularly enjoyed those years. Building business cases and proving the ROI of customer experience brought purpose to my finance background. It is particularly invigorating because it is hard to prove. If it was easy, there would be no need for The Petrova Experience.
Why membership? I get asked this every time I pitch. Because I care. Because in JetBlue I got more than 30 awards for passion. As leaders we all have the responsibility to build that missing pipeline of customer experience skills, jobs, qualifications, trajectories so young people today can enter the field although they have never heard about it in the classroom. The industry is still misunderstood. Senior professionals are still not sure where to begin or what to do to have real impact. Membership means community and support. And that is what The Petrova Experience is all about. We empower people to reach their potential. That is our reward and purpose.
This post is quite emotional for me, but there is a reason for it. Going on your own with an 8 month old baby is not the most common career move you will encounter. That is why I wanted to write about it. I hope to inspire more people to listen to their inner voice, believe in themselves, and when they feel it is right (regardless of the circumstances) to just GO FOR IT. Opening your own business is exactly like having a baby. You are NEVER really ready. You do it anyways. Because you know deep in you that there is no higher purpose. And living with purpose is what life is all about.
P.S. P.S. Become a founding member and read our upcoming posts on our five values: Integrity, Empathy, Innovation, Passion, and Empowerment. Enjoy all the benefits that we are building for you, including monthly networking events in Manhattan!
How to talk to your CFO about customer experience and revenue growth
Last month we introduced the topic of Customer Experience ROI and the complexity of building a good business case for it. The Customer Experience business case is strong, but not easy to prove. Today we will focus on two big wins of a successful customer experience investment – revenue and customer growth of your business.
Customer Experience Audit: eBay’s Vibrant Marketplace of the Future
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Employee Experience and Customer Experience Depend on Strategy
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Customer Experience Audit: New York Times Beats Google
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What is Customer Experience? What are the Faces of CX?
Each area of CX represents a path for CX professionals to impact business health and build successful careers. One of my favorite CX analogies is that it is like the blood in our bodies. When CX is done well, it touches every aspect of an organization. That’s what makes customer experience so much fun! You will never be bored working in CX.
Customer Experience, Self Service, and the Gift of Time
Time is the most precious gift in life. If you think about it, time is the one thing we all want more of. As we get older and busier, time gets even more valuable to us.
CX Skills Builders: You May Have a CX Job and Not Know It
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Create Your Tribe: How Great CX Makes a Lifestyle Brand
Newcomers to the market realize that their business is only as strong as the growth of their customer base. With that in mind, senior leaders work hard to shorten the distance between them and the customer.
Poor Integration is Bad for Customers and Worse for Brands
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Culture Starts at the Top
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Customer Experience View of your Call Center Technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not…
Customer Experience Design – How Do You Want Customers To Feel?
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WeWork Does CX Right with a Wow Moment
Used at the right time and place along the customer’s journey, the Wow Moment is an excellent retention technique. When a brand creates personal, relevant experience at exactly the right time, it can build a lifelong, loyal customer relationship.
Liliana Petrova Talks Patient Experience on Helthcare Podcast
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Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
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Customer Experience Tips and Best Practices In 2017?
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Our Holiday Wishes for Great CX
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The One CX Goal You Need to Set for 2019
For 2019, I urge you to make only one CX goal – bring about business success with your customer experience work. Don’t just do work in the general sense. Rather, set a CX goal that has a real impact on your customers and their experiences with your brand.
3 Ways to Get Started Creating Better Employee Experience
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The Importance of Wellness In The Workplace: Guest Post
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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.
Autonomous Customers, Traveler Privacy and More Questions for CX Professionals in a Changing World
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How To Define Your Purpose And Have Unique Culture
If you Google the word “purpose” you get the definition “the reason for which something exists.” This is a challenge if you think about it in the context of an…
Customer Experience Lessons for Freelancers: To Grow Your Client Base, Add Your Personal Touch
For small businesses and freelancers alike, it’s important to recognize that your business is as strong as the relationships you build with your customers. We can learn a lot about…
Why BtoB Businesses Need to Think Like BtoC in the Next Decade
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need…
Culture Is King – The Power Of Employee Engagement
In 2017 we introduced our ROI series recognizing the challenges all customer experience professionals have to obtain funding for CX initiatives and to prove their positive returns. Our second ROI…
From Pain Points to Magical Moments: Transform the Customer Experience
Argyle Journal interviewed Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports. In the below recording Liliana explains how JetBlue addresses the pain points…
Why you need a defined culture to do CX right?
When designed and built correctly, customer experience expresses an organization’s brand. Your brand and marketing promises serve as a guiding light to your experience team. Similarly, organizational culture serves as a goalpost for the service side of customer experience.
Healthcare Culture Change Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
Rachel Dreyfus joins The Petrova Experience with a guest blog about healthcare customer experience. Background A culture of positive patient experience is increasingly important in Healthcare, affecting patient outcomes and…
How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an Entrepreneur
The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to…
Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe
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Lessons Learned at the Forrester Conference: “Data is the New Sexy”
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How @T4 makes real customer experience impact on travelers experience
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Customer Experience Audit: Domino’s Making the Right CX Choices
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Why You Need Culture Not Call Center Training for Customer-Centric CX
If the organization does not understand what customer experience is, you will not get the funding or organizational support you need to build customer-centric experiences.
Customer Experience Design – Make the Customer Know Who You Are
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Hiring Tips: Who Should I Hire First on My CX Team
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Customer Experience Audit: Uber Bets On Self-Driving Cars With Big Volvo Purchase
The question that remains unanswered is who will be part of the future of transportation. Uber is going for the vertical integration – the whole pie. The future industry of urban transportation will be made of players in three different categories: cars, self-driving software, and ride-sharing network. In contrast, Lyft approaches the future through partnerships.
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.
CX Design Makes Form and Function Beautiful – and Cosmopolitan Magazine Notices
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Why Customers Are Not Responding to Your Customer Experience Survey
When you solicit customer feedback sometimes matters more than how you ask the questions. In the case of a survey about new biometrics boarding initiatives my team and I created for JetBlue, we had a list of feedback that was most important for us.
How Not to Leave Customers Stranded on the Busiest Travel Day of the Year
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take….
What is the survey question that will prioritize your #CX roadmap?
As customer experience professionals, we need to factor in this disconnect when we design surveys. And when we react to survey results. Customers have an image of who they want to be. However, their behaviors do not always reflect that image.
How to Prepare for AI: Dispatches from CR Summit, Charleston
On the eve of the #CRSummit in Charleston, customer experience leaders from various industries held the first AI Committee meeting. AI is a challenging topic to cover because it has…
Customer Experience Audit: FedEx Omnichannel Disaster
In our Strategy, Org Design & Culture series we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands…