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,…
I'm always looking for ideas to help me think differently about leadership development. My colleagues on LinkedIn have not disappointed me. There was a recent post that made me realize…
Building a startup company requires a lot of work. As the number of employees grows, so do the responsibilities of a manager. Scaling your employee growth can be a difficult…
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to…
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
John Maxwell says it best "Teamwork makes the Dreamwork." The better our teams work together the better the results will be, it is as simple as that. We see it…
Changing corporate culture is hard, and many companies make it even harder by not understanding the different segments that make up their company. https://youtu.be/8cZBjXbr6tA In every company, there are different…
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…
Why do so many businesses make us feel like we are not important - every day? I have had recent customer experiences with major companies that have left me feeling…
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…