Author: <span class="vcard">Liliana Petrova</span>

NPS Best Practices

Post author:Liliana Petrova
Post published:16 February 2021
Post Category:Article / Customer Experience

spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We had…

Why you need a defined culture to do CX right

Post author:Liliana Petrova
Post published:1 June 2020
Post Category:Article / Customer Experience

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. …

Employee experience & customer experience depends on strategy

Post author:Liliana Petrova
Post published:1 June 2020
Post Category:Article / Customer Experience

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…

Grateful for customer experience heroes

Post author:Liliana Petrova
Post published:6 January 2020
Post Category:Customer Experience / Featured / Video

When we launched The Petrova Experience, we did so with the words “in pursuit of customer happiness.” Pursuit of happiness is part of every interaction we have with our clients,…

When there’s no chat in Chat Support

Post author:Liliana Petrova
Post published:4 January 2020
Post Category:Article / Customer Experience

Today we talk about chat support, the customer experience VALUE that it creates and the ROI of the business case to implement it. Although we are skeptical about the value of…

5 things I learned in 5 months as an Entrepreneur

Post author:Liliana Petrova
Post published:13 December 2019
Post Category:Article / Entrepreneurialism

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…

How not to leave customers stranded on the busiest travel day of the year?

Post author:Liliana Petrova
Post published:2 December 2019
Post Category:Article / Customer Experience

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.…

Who should I hire first on my cx team?

Post author:Liliana Petrova
Post published:27 November 2019
Post Category:Article / Customer Experience

Although Customer Experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last 5 years. With…

Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking

Post author:Liliana Petrova
Post published:15 October 2019
Post Category:Case Study / Customer Experience

The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are extremely slow to keep up…

United CEO does not care about customer’s happiness. Really?

Post author:Liliana Petrova
Post published:10 October 2019
Post Category:Case Study / Customer Experience

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…