Liliana Petrova

United CEO does not care about #customers happiness. Really?

United CEO does not care about #customers happiness. Really? Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in a company that is...

Culture and Access to Information

By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. The big Culture misperception This approach to culture could not…

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...

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