The case against a chief customer officer
Blake Morgan is a keynote speaker, customer experience futurist and the author of the bestselling book “The Customer Of The Future.” She is also a senior contributor for Forbes’ CMO…
How to create highly engaged teams
People are not afraid of hard work they are afraid of failure, and it’s this fear of failure that causes them to disengage because nobody wants to be involved in…
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…
#1 killer of employee engagement
No one knows the business as well as you do, so you might as well retain control over everything, right? If you give someone a task to do, you need…
The lost suitcase – the sad reality of customer experience evolution
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year…
Does your organisation “do boring?”
The exciting mission and purpose need to be balanced against the dull stuff – and good planning is essential Are you excited by your working life? Does every problem seem…
Grateful for customer experience heroes
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,…
Customer Experience and Chatbots
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…
When there’s no chat in Chat Support
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…
How an entrepreneur grew his business from $168 to $168M
I was a little depressed after a colleague told me about a CEO that had fired several people because they used an outdated procedure. Unfortunately, this company was the only…