Liliana Petrova

Poor Integration is Bad for Customers and Worse for Brands

Although we all have bad customer experiences, there is still a big debate about “the CX field” and whether it will survive the test of time. There is no doubt in my mind that customer experience is here to stay. The brands that catch on to this truth ...

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 organization. And it is for this reason that so few organizations have cultures that are bas...

Why You Need Culture Not Call Center Training for Customer-Centric CX

You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles of customer experience. If the organization does not understand what customer experience is, you will ...

Culture Starts at the Top

Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get the right culture in your organizations. First and foremost, you ...

Why you need a defined culture to do CX right?

When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your space design is less formal.  In other words, your brand and marketing promi...

Why Customers Are Not Responding to Your Surveys

Every experience we go through is connected to our power as consumers. And experience surveys have become part of nearly every brand interaction we have. Last month, I went to a museum and was solicited for feedback. My grocery store surveys me on my d...

The One CX Goal You Need to Set for 2019

Every January we all get energized to be better versions of ourselves. We post on social media about what we want to accomplish in the new year, thinking if we post it, we will finally do what we committed to doing. Often, this is where the story ends....

What is the survey question that will prioritize your #CX roadmap?

Customers don’t always do what they say. Airline customers say they want healthy snacks onboard planes instead of the “bad” chips and Doritos. Yet, when you stock the plane with nuts and dry fruit, nobody chooses them. They say they value quality over ...

Create Your Tribe: How Great CX Makes a Lifestyle Brand

Two weeks ago we talked about the underutilized post-purchase touch point of the customer journey. Brands rarely leverage it. At the end of my CX journey with HelloSpud the CEO used her inventory management challenge to make me a loyal customer. Today,...

Can One Email Build Loyalty? #MYWESTELM

For retailers, the holiday season is make or break. As brands try to use their strengths to differentiate themselves in the crowded market space, winners and losers emerge. Today, we’re talking about one of the winners. As consumers, we are inundated b...

How a Personal Interaction builds Customer Loyalty

I’m as surprised as anyone by this customer loyalty story. Recently, I tried to purchase a few sets of mini crib sheets (as it turns out, new parents need more than I imagined!). When I visited the Hello Spud‘s website I could only find one design. Alt...

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