Liliana Petrova

Coronavirus Isn’t The Only Thing Killing the Aviation Industry

Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to the previous year. Think about it. Three days. On March 11th this year, President Trump i...

Corona Virus Travel: What Does Hospitality Mean Now?

Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago. Although many colleagues chose not to travel, I decided to support my former employer and fly JetBlue Airways. Desolatio...

Hospitality and Why We Lack a Seamless Travel Experience: Lessons from Las Vegas

Hospitality is taken for granted across government agencies, airlines and hotels. In my line of work, I often hear “I want to have the JetBlue customer experience.” Although many claim this, few truly understand the complicated steps, processes, and in...

Are You Ready to Go Exclusive with Jane, Your Digital Concierge?

Your preferred brands will not be able to love you back until more of you choose to be in an exclusive relationship with them. How will a Digital Concierge catch on when people buy on aggregator sites based on price?

How to Extend Your Travel Value Proposition

Last December the Ladders  published that  discusses business travelers who extend travel beyond the timeline of the business trip. The article says, “[a]ccording to a new study by  La Quinta by Wyndham, nearly two-thirds (64%) of b...

Do You Really Know Your Customers?

Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that. He did it! He created beauty and convenience that transformed the human experience. We EV...

The future of travel we deserve

This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of us have been working towards this vision for the last 5 years. In my former…

Employee Experience and Customer Experience Depend on Strategy

This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in Manhattan. And he walked the reader through the retail worker’s use…

What is Wayfinding?

I did not always know what wayfinding means. But ever since I left Bulgaria to come to America I have been looking to find my way. The first time I heard the term “wayfinding” was when I started working in the fusion of the physical…

Do You Know Where Your Inventory Is?

When I worked in the airline business our most embarrassing incident was “losing a minor”. We never lost a child, of course. But we might not have known where a child was for certain period of time. Even though this was an extremely rare occurrence,…

How Not to Leave Customers Stranded on the Busiest Travel Day of the Year

Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take. And she dreads it for most of November. Diane knows long lines at check-in, delayed…

How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an...

The life of an entrepreneur is different every day, but the one thing that remains the same is that we are always learning. These are my lessons in how to be an entrepreneur that I have learned in the last five months of my entrepreneur…

Horror Customer Experience

We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the light on a truly horrific experience. We found one in our latest healthcare experience. Complexity ...

How to Design the Retail Experience of the Future

In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple, easy-to-understand definition. All definitions require you t...

Why BtoB Businesses Need to Think Like BtoC in the Next Decade

According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need to prioritize or invest in customer experience. If you are not including customer e...

What is Customer Experience Day?

Although I opened my consulting practice this year, I have been working on customer experience for much longer. The first time I celebrated CXDay officially was only two years ago. Until recently, in fact, the Customer Experience field has been growing...

When to Cut Your Losses

Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand equity. In that sense, the return on investment has a lifetime value even if it…

Customer Experience Lessons for Freelancers: To Grow Your Client Base, Add Your Personal Touch

Customer Experience Lessons for Freelancers: To Grow Your Client Base, Add Your Personal Touch For small businesses and freelancers alike, it’s important to recognize that your business is as strong as the relationships you build with your customers. ...

Customer Experience View of your Call Center Technology

By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you do not get on this journey, you risk falling behind and becoming irrelevant in less than five…

How @T4 makes real customer experience impact on travelers experience

Today we share our impressions from visiting our welcoming host Chad at JFK Terminal 4 in NYC. We also celebrate Chad as an effective Customer Experience professional/practitioner. His work is worth sharing on several levels. For those who are given th...

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