The Petrova Experience

DECEMBER 8, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees. When we look closely at the impact of customer experience across an organization, we see that it improves operational efficiencies, enhances employee experiences, generates loyalty, accelerates inte

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The Petrova Experience

NOVEMBER 22, 2022

The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving through US airports and other transportation hubs and highways. In fact, “2022 is expected to be the third-busiest year for Thanksgiving travel since AAA started tracking it in 2000,” and numbers are coming back up to 2019 levels.

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The Petrova Experience

NOVEMBER 1, 2022

Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what you do as a leader or what employees do in their day-to-day. It is about how leadership and employees work independently, and collaboratively, internally and externally.

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The Petrova Experience

OCTOBER 6, 2022

Ever heard this line while working on an RFP? “I know your value, but I don’t know where to put you.” We hear it all the time. Why? Because, historically, customer experience design has been looked at as the last step, nice-to-have for transportation design-build projects. It’s not too hard to understand why. You cannot see and touch passenger experience the same way you can an elevator, a platform, or a bridge.

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The Petrova Experience

AUGUST 30, 2022

When we look at how to build a customer-centric culture , we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the power of strong teams that collaborate on the common goal of meeting and exceeding customer needs. Developing highly effective teams is a challenge. It requires investments of time and resources.

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The Petrova Experience

JULY 19, 2022

According to PwC 95% of company executives still believe employees need to be in the office to maintain strong company culture. Like we have said before, the return to office and in-person work office design is not only about communications, processes and technology. The future work ecosystem also depends upon the design of the office physical space that accounts for the changing needs of the workforce.

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The Petrova Experience

JUNE 9, 2022

According to a Gallup study , 53% of Americans expect to work in a hybrid arrangement in 2022 and beyond. This number is significant enough for corporate America to get hybrid working right today. Unfortunately, early indicators show we are on the wrong path. Here are the biggest challenges of hybrid working for organizations. And how you can overcome them.

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The Petrova Experience

APRIL 21, 2022

Re-onboarding is the next employee experience organizations need to tackle. Since March 2020, leaders have encountered pandemic shutdowns, remote workforce transitions, and the Great Resignation. As restrictions lift and we move toward more predictable office scenarios, the new management priority should be to navigate the Great Re-Onboarding. Start by identifying what employees are coming back who were with the organization prior to the pandemic.

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The Petrova Experience

MARCH 24, 2022

There is a general resistance to return to office. People do not want to go back to the pre-pandemic office routine, particularly to a 5-day-a-week, in-office schedule. Out of ten thousand Goldman Sachs employees, only half showed up to the office when CEO Solomon called them back. Why? We can talk all we want about Gen Z’s lack of loyalty, but the truth is, companies have not done enough to help the return to office process.

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The Petrova Experience

DECEMBER 14, 2021

Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom. A blunder that would never have happened if Better.com had a return to office plan that defined how and when Leadership should use video communications tools in lieu of in-person conversations.

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The Petrova Experience

OCTOBER 28, 2021

A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer experiences that connect with your customer and bring to life your vision. To do this, you must start at the top and involve your leadership in the vision conversation.

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The Petrova Experience

OCTOBER 12, 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even have the notion of customer experience. Of course, it does not help that the field carries its own terminologies like journey mapping, user experience, and service design.

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The Petrova Experience

OCTOBER 7, 2021

Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top customer experience design challenges include finding and coordinating the right people, navigating complexities like who you are designing for, and transforming ideas into actual experiences.

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The Petrova Experience

SEPTEMBER 30, 2021

Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer experience design principles in our daily interactions with the environment. Take these pictures of one of the more crowded places in the New York Subway. It makes no sense to create a connector for pedestrians and NOT make that connector accessible.

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The Petrova Experience

SEPTEMBER 16, 2021

Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool. In this light, customer journey mapping tools include a variety of communications methods that empower the “customer experience doctor” to present the diagnosis to stakeholders in an easy-to-understand way

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The Petrova Experience

AUGUST 24, 2021

As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both democratized the act of travel and elevated customer expectations. Today, a host in Pereira, Colombia, or San Juan, Puerto Rico, can define guest expectations for a house rental stay in Varna, Bulgaria.

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The Petrova Experience

JULY 15, 2021

Before we address how to build customer-centric culture , let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally, it is not your Brand Book. The language surrounding business strategy and brand management assumes a certain level of business acumen not required of every position in an organization.

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The Petrova Experience

JUNE 22, 2021

How many of you have interacted with financial and insurance institutions who seem to have forgotten the invention of the world wide web and applications design? In 2021, Major players like Oppenheimer, TD Bank , and almost every big insurance company on the S&P 500 offer the client experience of the 80s or 90s. Why? Because they have incomplete digital customer experience strategy.

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The Petrova Experience

JUNE 10, 2021

Although we have published more than 130 articles on customer experience , we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience design and management concept. It is also the most poorly executed customer experience tool. Myriad organizations spend countless hours and effort creating journey maps that remain nothing more than a record of the bad experience taking place in their organization or a map of what could happen to th

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The Petrova Experience

MAY 31, 2021

When we think of travel, we often think of the flight experience. But the end to end customer experience is complex, and includes all modes of transportation that get you to and from your destination. Because of this complexity, customers rarely enjoy great end to end travel experience. So, what does it take to “string the pearls” as one of our clients says, and improve the end to end customer flow?

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The Petrova Experience

MAY 6, 2021

Post-COVID employee experience is a top priority of every HR executive. Most executives I know are losing sleep. They are challenged to design the optimal way to bring employees back to the office and/or keep remote work employees engaged. The gamut runs from “Don’t come in until 2022” to “let’s get back 100% by September.” . For businesses in 2021 – and for the future of remote work – what is wrong with this picture?

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The Petrova Experience

APRIL 22, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank that with no app-based self service. Customer experience transformation is an expensive, years-long journey.

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The Petrova Experience

APRIL 8, 2021

There are two types of leaders (and organizations) that stand to benefit most from improving employee experience. The first kind have 40% or higher turnover and think their frontline employees have a culture problem. The second have 40% or higher growth rate and think they can scale their great culture without help like ours. The reality is, culture starts at the top and frontline employees are only reflecting the culture of the organization and the behaviors of the leadership ranks.

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The Petrova Experience

MARCH 18, 2021

According to the Salesforce Connected Customer Report , 90% of consumers expect companies to clearly demonstrate their values and 66% expect brands to demonstrate empathy. In other words, when thinking about customer loyalty strategy, you need to understand that customers want you to CARE. Why do you think these numbers are so high right now? I venture to say if enough brands already displayed these characteristics, values and empathy would not have made the list of consumer expectations.

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The Petrova Experience

FEBRUARY 17, 2021

In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. Websites have come back to center stage. However, we are not seeing an equivalent shift in web experience that matches the shift in today’s consumer behavior. Retailers are leaving money on the table. Airports continue to speak to passengers using the CDC tone of voice by pasting carbon copies of healthcare guidelines.

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The Petrova Experience

JANUARY 26, 2021

Today, we examine telehealth strategy for an in-depth look at this 2021 customer experience trend. As we continue our conversation about why telehealth is here to stay in 2021 , we look at how thinking strategically empowers providers and health systems to put the patient at the center of their operations. And we tackle some of the challenges that come with healthcare design of the future.

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The Petrova Experience

JANUARY 12, 2021

Today, we continue our series about 2021 Customer Experience trends and tactics. We take a closer look at patient experience and what telehealth means for the future. Both for patients and providers. As we look at lessons learned last year, one thing is abundantly clear. Telehealth is here to stay. Projections are that telehealth will make up roughly 25% of healthcare by 2025.

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The Petrova Experience

DECEMBER 29, 2020

Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean to us. And what kind of an impact they are making on customers – and businesses – across industries. The business case of contactless payment.

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The Petrova Experience

DECEMBER 15, 2020

As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even though customer experience programs demonstrate how CX is still a mystery. Then, we helped you get serious about customer experience strategy for 2021. Today, we are examining an unexpected trend: US Government customer experience.

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The Petrova Experience

NOVEMBER 25, 2020

While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that is a customer experience strategy. Customer experience strategy in 2021 is not something you save for later when you can afford it. Today we continue our discussion of 2021 customer experience trends.

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The Petrova Experience

JUNE 25, 2020

A month and a half ago, as part of our ongoing conversation about airport experience, we introduced the concept of revenge travel. We pleaded with the public to trust us aviation professionals and airport experience designers and fly again… SOON. Now is the Time. Last month, 44% of the attendees at our Aviation for Americas webinar told us they would travel in the next 3 months.

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The Petrova Experience

JULY 9, 2020

Today, we are elevating our conversation to thinking strategically. The Petrova Experience is in the strategy creation business. So, we frequently encounter the difficulty businesses have anticipating, let alone defining, the tangible outcomes of a strategy engagement. Before the start of the engagement stakeholders want to know what physical artifacts we hand over.

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The Petrova Experience

JULY 16, 2020

This is a guest post by Rachel Dreyfus, President, Dreyfus Advisors , who researched leadership during the pandemic. How has Covid19 influenced leadership over the past three months? Research results show leaders are making changes yielding positive outcomes. Bravo to these senior leaders, a group smart and capable of making big changes! Yet, those at the helm have only just begun to formally capture these positive outcomes and ensure they carry forward.

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The Petrova Experience

JULY 28, 2020

In our last article we talked about the importance of strategic thinking. Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy. Customer experience strategy is often missing in organizations. However, it is foundational for the creation of excellent customer experience. Understand Business Strategy and Customer Experience Strategy.

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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. What Happens When You Don’t Have a Clear Strategy? That means two thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy.

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The Petrova Experience

SEPTEMBER 3, 2020

One of the hurdles for Customer Experience Consultants like us is proving the business case for bringing us on board. Leaders often think that if they talk about being customer-centric at their all hands meetings, their companies will automatically transform into customer-led organizations. I wish cultural and operational transformations were that easy!

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The Petrova Experience

SEPTEMBER 21, 2020

Since I used to lead the JetBlue customer experience, people often ask what is behind the JetBlue experience magic. Or, as one of our clients refers to it, the “JetBlue Simple.” So the fundamentals that went into creating that signature experience are often on my mind. Then, this week I found a Federal Government document that details a recommendation for the US Department of Agriculture (USDA) to become more customer-centric, and to offer a better experience to the American public.

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