The Petrova Experience

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.

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 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.

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.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

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.

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

The Petrova Experience

Last week, the CEO of, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom.

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.

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.

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.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

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.

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?

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.

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.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

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.

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.

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.

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.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

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.

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.

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.

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.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

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.

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.

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.

How Facial Recognition Works for Your Customers?

The Petrova Experience

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.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How to Build Your Customer Experience Roadmap?

The Petrova Experience

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 is Customer Experience Strategy?

The Petrova Experience

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.

Leadership During the Pandemic: Guest Post by Rachel Dreyfus

The Petrova Experience

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.

Are You Thinking Strategically?

The Petrova Experience

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.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Airport Experience: Are You Letting Down Your Precious Travelers?

The Petrova Experience

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.

Telehealth is Here to Stay

The Petrova Experience

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.

JetBlue Leading Customer Experience

The Petrova Experience

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.