ShepHyken

DECEMBER 4, 2020

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey.

Customer Experience 354

Customer Experience Airlines Customer centricity Surveys 354

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. By Liliana Petrova.

Customer Care 52

Customer Care Government Self service Education 52

The Petrova Experience

OCTOBER 6, 2022

Because, historically, customer experience design has been looked at as the last step, nice-to-have for transportation design-build projects. You cannot see and touch passenger experience the same way you can an elevator, a platform, or a bridge. You can’t hold customer experience the way you can hold a light fixture.

Transportation 52

Transportation Engineering Journey mapping Customer centricity 52

The Petrova Experience

AUGUST 20, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had a well defined customer experience strategy. Wrong Customer Experience. Wrong Technology.

Customer Experience 52

Customer Experience Airlines Surveys Technology 52

The Petrova Experience

DECEMBER 21, 2023

Last week The Petrova Experience, like many companies, hosted our holiday party. In good customer experience fashion, we put significant effort into finding the perfect location. For flawless guest experience. The waiter let us down on all hospitality standards, even those considered by the average guest.

Entertainment 52

Entertainment Personalization Education Customer Experience 52

ShepHyken

DECEMBER 18, 2017

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. Comm100) In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each. Jet Blue is one of those brands. This is big today.

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198