Liliana Petrova

Are You Letting Down Your Precious Travelers?

A month and a half ago we introduced the concept of revenge travel and pleaded with the public to trust us aviation professionals and fly again… SOON. Now is the Time Last month, 4...

Choose Empathy over Politeness

As customer experience and hospitality professionals, we use the word empathy all the time. It is the baseline of experience design. Yet, few of us truly understand it. Last month, a cli...

What should casinos learn now from airlines?

Today we’re talking about casinos. Casinos and airlines are similar in their operational complexity and sense of wonder. Few people really know how casinos work. Sure, most people know the house always wins, just like most people know planes take off o...

Is Covid19 What We Needed to Build a Seamless End-to-End Travel Experience?

On January 10th, we published an article called The Future of Travel We Deserve. In it, we laid out the foundation necessary to implement innovation at scale. Four months later, in the f...

Communication and Hospitality

Today, we are talking about communication. This is one of the most misused and misinterpreted notions both in our professional lives and our personal lives. How many times has your partner, a brand,  or your leadership told you that you were commu...

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...

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