What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at the center of all they do; they…
This interview follows on from my recent interview – Customer experience doesn’t stop – Interview with Richie Manu – and is number 364 in the series of interviews with authors and business leaders that…
Many companies still fail to recognise the influence of customers’ emotions in their buying behaviour and don’t have the slightest idea of the importance of customers’ feelings when making decisions…
hen I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing…
Being an unusually warm Super Bowl Sunday, the citizens of the tiny town of Bentonville, Arkansas were out and about before the big game. My daughters (9 and 11), always…
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. …
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…
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,…
It seems like every other proposal we do requires our touch on chatbots. This might even increase with 80% of brands wanting to introduce some level of artificial intelligence or…
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…