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 good news is that you’ve embarked on a customer experience transformation journey. The bad news is that you don’t think your organization has evolved as much as you’d hoped…
I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in…
Anybody who is in a customer experience leadership role knows their job is hard. Too much lip service. Too little action. Recommendations not getting acted upon. Lack of support when…
Last week we started the conversation about culture by establishing that we need to define culture before we can deliver great customer experience. Today, we are talking about how to get…
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so loyal to. You would not…
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
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,…
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…
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…