The Petrova Experience

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The ROI of Customer Experience

The Petrova Experience

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.

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3 Customer Experience Strategy Lessons for 2023

The Petrova Experience

Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate.

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How Southwest Can Own Customer Experience Again

The Petrova Experience

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not a surprising trigger for this conversation.

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5 Things You Can Do to Provide Excellent Passenger Experience in 2022

The Petrova Experience

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.

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A Guide to Boosting Outbound Call Volumes at Your Contact Center

The NobelBiz Omni+ Call Guard Ecosystem offers comprehensive dialing capabilities that help increase outbound call volumes in both consent and non-consent scenarios while mitigating TCPA compliance risk. Download the brochure for more details.

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The ROI of Investing in Organizational Culture

The Petrova Experience

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.

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2021 Customer Loyalty Strategy – Relationships over Transactions

The Petrova Experience

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.

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How to Build a Customer-Centric Culture for Highly Effective Teams

The Petrova Experience

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.

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2021 Customer Experience Trends and Tactics

The Petrova Experience

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments.

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The in-person work office design that will bring your employees back

The Petrova Experience

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.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Customer Experience is Still a Mystery

The Petrova Experience

What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80% of CEOs believe they deliver superior customer experience while, 8% of their customers agree.

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3 Challenges of Hybrid Working and How to Overcome Them

The Petrova Experience

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.

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The Great Re-onboading: How to Bring Back Your Employees

The Petrova Experience

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.

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How to approach Return-to-Office Resistance

The Petrova Experience

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.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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5 Tips to Create Great Customer Experience Design Strategy

The Petrova Experience

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.

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Service Design vs Customer Experience 2021

The Petrova Experience

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.

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Top CX Design Challenges in 2021

The Petrova Experience

Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands.

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Top 5 Customer Experience Design Principles in 2021

The Petrova Experience

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.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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Return to Office – how to get it right in 2022?

The Petrova Experience

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.

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What is the Real Cost of Employee Experience?

The Petrova Experience

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.

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Digital Customer Experience Strategy – Top Three Mistakes

The Petrova Experience

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?

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End to End Customer Experience – How to Get it Right

The Petrova Experience

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.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Customer Journey Mapping Tools in 2021

The Petrova Experience

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.

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What is Customer Experience Transformation?

The Petrova Experience

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.

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Bad Travel Experience

The Petrova Experience

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.

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How to Build Customer-Centric Culture

The Petrova Experience

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.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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Web Experience is Having a Comeback

The Petrova Experience

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.

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What is Journey Mapping?

The Petrova Experience

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.

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Contactless and Self-Service are Here to Stay

The Petrova Experience

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.

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How to make work at home work?

The Petrova Experience

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.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Think Strategically about Telehealth in 2021

The Petrova Experience

Today, we examine telehealth strategy for an in-depth look at this 2021 customer experience trend.

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Even the US Government is Jumping on the Customer Experience Train

The Petrova Experience

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.

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A Customer Experience Strategy will Define Your Success in 2021

The Petrova Experience

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.

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Customer Experience is More Important than Ever

The Petrova Experience

Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever to consumers. . Post-COVID Customer Experience.

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Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!