Liliana Petrova
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...
United Airlines Culture Problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you begin with cultural transformation? How do you take an aspira...
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...