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What are customer personas? Why create them?

Customer Personas…What’s All The Hype?

Whether you are new to CX or looking to expand your current knowledge, understanding what, when, how to develop personas is an essential activity to serve your customers better. Knowing what personas are not is equally important so that you can create desired outcomes versus hinder them.… Continue reading →

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July 10, 2018July 11, 2018

customer experience career tips

4 Career Tips for CX Professionals

In honor of the 4th of July, we are rounding up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate the steps you need to get to the next level.… Continue reading →

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July 3, 2018July 7, 2018

doingcxright.com

Big Fails: FedEx Omnichannel Disaster

In our CX Bold Moves series we cover customer-focused companies that are willing to adapt, take risks and discover new ways of staying relevant. Sometimes, we encounter brands that are missing the mark on basic customer expectations. These are CX Big Fails. Failures likes these can teach CX professionals as much about the impact of CX strategy… Continue reading →

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June 27, 2018June 29, 2018

Liliana Petrova

CX Bold Moves: Cadillac Scores Millennial Customers with Future-Forward Thinking

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 with the new world when it comes to customer experience. Just last week this tweet popped up in my feed: This tweet sums it all… Continue reading →

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June 25, 2018June 29, 2018

Liliana Petrova

How To Journey Map by DoingCXRight

Customer Journey Maps (Part 2)

In my recent article, I wrote about “WHAT Is Journey Mapping and WHY Do It?” Once you understand the importance, you may be wondering HOW to get started and improve your CX skills. If so, you have come to the right place.… Continue reading →

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June 21, 2018July 7, 2018

what is a journey map

Customer Journey Map. What is it? Why Do It? (Part 1)

A customer journey map is a simple concept: it is a diagram that shows the steps customer(s) go through when interacting with a company, such as shopping online, visiting a retail store and other experiences. The need for journey maps becomes more important as the number of touchpoints increase and get complex.… Continue reading →

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June 12, 2018June 29, 2018

What Is Big Data and Why Should I Care?

What is Big Data and Why Should I Care?

Big data has become part of our daily language. We read about big data. We see companies that are “experts in big data”. LinkedIn is filled with big data engineers and analysts. But what is big data, where did it come from, and why is it widely available now when it wasn’t ten years ago?… Continue reading →

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June 11, 2018June 29, 2018

doingcxright.com

Website Optimization and Customer Experience (CX) by Stacy Sherman

If Shoppers Can’t Proceed, They’ll Leave!

Mobile applications have changed the way people shop and buy. Consumers love apps for convenience and unique features, while companies benefit from the ability to easily engage with prospects and reward loyal customers.… Continue reading →

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June 1, 2018June 29, 2018

#CXTHUS Exchange Insights – winners and losers?

Attending conferences is a significant investment of both time and money. Even if you are speaker at the conference, like I was last week, the time away from your non-stop email flow can bring more stress than pleasure to your days. Once we reach a certain level of responsibilities, learning becomes a luxury. The key… Continue reading →

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May 29, 2018June 29, 2018

Liliana Petrova

Design Is A Key Differentiator

Design Is A Competitive Differentiator

Design is a key differentiator when creating products and customer experiences. While price matters, it is not the only criteria and sometimes irrelevant when making purchase decisions. As an example, I recently bought… Continue reading →

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May 16, 2018June 29, 2018

ccxp certification test prep

Let’s get you certified as a CX professional!

Like all mature professions, customer experience has a certification that is internationally recognized. Adding it to your resume will signal to the business community that you are serious about customer experience and your aspiration to be part of its leadership ranks…… Continue reading →

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May 15, 2018June 29, 2018

Liliana Petrova

User Experience Matters by Stacy Sherman

User Experience Matters

The number of digital buyers continues to rise every year. “In 2017, an estimated 1.66 billion people worldwide purchased goods online.… Continue reading →

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May 8, 2018June 29, 2018

customer experience applications for ai

How Well Do You Understand AI Applications?

In the last week I spoke about AI at the Argyle Forum webinar and at the ConnectID Conference in Washington, DC. Technology is emerging… Continue reading →

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May 2, 2018June 29, 2018

Liliana Petrova

eCommerce and Customer Experience

E-commerce and Doing CX Right

Not too long ago, consumers had to drive to a retail store in order to buy and get a new product or service. The launch of E-commerce has significantly improved… Continue reading →

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May 1, 2018June 29, 2018

time tips for cx experts

CX and the Gift of Time

Time is the most precious gift in life. If you think about it, time is the one thing we all want more of. As we get older and busier, time gets even more valuable to us.… Continue reading →

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April 26, 2018June 29, 2018

Liliana Petrova

"Companies Need To Focus On Holistic CX Rather Than Tactical CX"

How To Take CX To A New Level

Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is… Continue reading →

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April 18, 2018June 29, 2018

CX Skills Builder: How Can You Get the Budget If You Can’t Articulate Your Value to Executives?

Two weeks ago we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is … Continue reading →

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April 17, 2018June 29, 2018

Liliana Petrova

Expert interviews About Doing CX Right

Expert Interviews on DoingCXRight

One of the reasons we launched our blog is to build a community of people who are passionate about Learning and DoingCXRight. While we have been writing articles weekly from our perspective, as we “live and breathe” CX in our jobs every day at Verizon and JetBlue, we know there is tremendous value in hearing… Continue reading →

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April 11, 2018June 29, 2018

doingcxright.com

customer experience skills builder

CX Skills Builders: You May Have a CX Job and Not Know It

Last week we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer journey in order to build internal brand equity and buy in. … Continue reading →

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April 10, 2018June 29, 2018

Liliana Petrova

Customer Experience Skills

Top Traits of Customer Experience Leaders

It is not a coincidence that innovative companies like Disney, Apple, Zappos, and Amazon are leading brands. They share in common a priority on creating exceptional experiences and ensuring satisfaction at every point of the customer journey. They also… Continue reading →

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April 4, 2018June 29, 2018

customer experience tips fix it

CX Skills Builder: Own the Customer Experience

Often, CX professionals do not believe they impact CX design and experience for their customers. Why? What is the cause of this disconnect? A month ago, I got a call from an acquaintance saying that her mom got the loyalty points for flying to her destination on an airline carrier, but not coming back. When… Continue reading →

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April 3, 2018June 29, 2018

Liliana Petrova

How To Infuse CX Into Company Culture

What is company culture, why is it important and how does customer experience play a role? According to Webster, it is “the set of shared attitudes, values, goals, and practices that characterizes an institution or organization.” Culture is very important because it… Continue reading →

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March 29, 2018June 29, 2018

Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe

Last week we laid out the big moves that the leadership of Toys ‘R’ Us failed to take to evolve with customer needs. This week, billionaire Isaac Larian set up a GoFundMe campaign to raise 1Bn and save 400 of the remaining 735 US stores. He is blaming the debt connected to the private equity owners for… Continue reading →

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March 26, 2018June 29, 2018

Liliana Petrova

Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues

The year is 2016. You are the CEO of Toys ‘R’ Us. Your brand still controls 13.6% of the toy market although the company is highly leveraged, a strategy of your private equity investors. Amazon has its best ever holiday season and digital commerce is becoming the way customers purchase consumer goods more and more.… Continue reading →

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March 19, 2018June 29, 2018

Liliana Petrova

CX Lessons From My Experience At The Apple Store

As discussed in “Make It Easy To Get Help,” it’s essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product… Continue reading →

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March 19, 2018June 29, 2018

CX Bold Moves: New York Times Beats Google

One of the most disrupted industries in the last 10 years is the newspaper media. Newspapers have always had a certain sophistication, history, and nostalgia associated with them. This makes it particularly hard to observe their disappearance. Of the newspaper industry’s most recognizable brands, the New York Times is one that brings an additional layer… Continue reading →

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March 14, 2018June 29, 2018

Liliana Petrova

How to Prepare for AI: Dispatches from CR Summit, Charleston

On the eve of the #CRSummit in Charleston, customer experience leaders from various industries held the first AI Committee meeting. AI is a challenging topic to cover since it has varied customer experience applications depending on a brand’s growth cycle, customer base and business challenges. Companies like eBay place big bets on AI, while others… Continue reading →

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March 13, 2018June 29, 2018

Liliana Petrova

Make It Easy For Customers To Get Help by Stacy Sherman

Make It Easy For Customers To Get Help

Considering it is less expensive for companies to keep a current customer than to acquire a new one, it is essential for businesses to deliver exceptional support at the moment people need it. While providing help is not a novel concept, many brands fail to do it effectively causing shoppers unnecessary frustration and dissatisfaction. I recently encountered a situation that demonstrates this point.… Continue reading →

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March 8, 2018June 29, 2018

Where Should CX Sit at the Table?

Before we begin talking about where CX should sit in the organization, I want to clarify one thing. Customer Experience is not a single person. A company cannot hire one customer experience professional and expect that in a year that company will have a customer-centric corporate culture in place. CX also is not a team that… Continue reading →

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March 5, 2018June 29, 2018

Liliana Petrova

Autonomous Customers, Traveler Privacy and More Questions for CX Professionals in a Changing World

“As we move toward a more automated culture, most travelers will adapt to a Jetsonian, automated lifestyle. Every industry we know will be disrupted. For those of us in aviation, this signals the shift from aviation as a service industry to a transactional one that is potentially devoid of the personal touches that made the… Continue reading →

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February 28, 2018June 29, 2018

Liliana Petrova

CX Design – Make the Customer Know Who You Are

Now that we have helped you become experts in the design of space and function and the design of feelings it is time to take care of the aesthetics and connect customer experience to the brand identity. T5 is an expression of the JetBlue brand. When customers enter the space they feel and know that they are flying JetBlue and not another airline. How… Continue reading →

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February 22, 2018June 29, 2018

Liliana Petrova

Delight Customers Without Strings Attached

Most people enjoy receiving gifts on their birthdays. They get a sense of joy when their favorite brands give them monetary awards. It is a smart business strategy that builds brand loyalty but only if done authentically and without requiring customer actions to qualify. Otherwise, it leads to customer dissatisfaction and negative perceptions. I recently had an experience that demonstrates this very point. … Continue reading →

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February 20, 2018June 29, 2018

CX Design – How Do You Want Customers To Feel?

Last week we talked about CX Design in terms of space and function. Today we continue our CX design journey to talk about the design of feelings. The new look of the JetBlue T5 lobby enabled customer experience interactions in more open air space for both customers and crewmembers. The next part of the design… Continue reading →

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February 15, 2018June 29, 2018

Liliana Petrova

Why I Don’t Love Chat Bots

Today, we tackle the value proposition that chat bots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is not there. I have experienced both fully automated bots and “augmented” service agents interactions using the chat channel, and neither delivers on the promises… Continue reading →

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February 12, 2018June 29, 2018

Liliana Petrova

CX Design Makes Form and Function Beautiful – and Cosmopolitan Magazine Notices

At its core, design means value creation. In the world of Customer Experience design means to empathetically imagine a future customer experience that is easy, fast, and seamless. The actual design can be building a new lobby or changing an existing customer-facing process that takes too long, or simplifying an internal procedure that prevents employees from solving… Continue reading →

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February 8, 2018June 29, 2018

Liliana Petrova

The End Of The Customer Journey Matters Just As Much As The Beginning

Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for companies offering membership-based services. We recently encountered a situation that demonstrates essential CX lessons.… Continue reading →

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February 6, 2018June 29, 2018

How to Sell the C-Suite on Customer Experience

You finally got your big career break and you are leading a project that requires executive approval. Now what? Intuitively you know that this is a chance to make a first impression on the right people, but you have no idea how to approach this process. There is no set procedure and your leader can… Continue reading →

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February 1, 2018June 29, 2018

Liliana Petrova

Brand Image ROI

Two weeks ago we discussed the power of employee engagement for your brand and the true meaning and ROI of a working corporate culture. Today we will examine the business case of the engaged customer, the powerful brand image and the brand loyalty it generates – loyalty that drives repeat purchases, higher revenues and more engaged… Continue reading →

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January 29, 2018June 29, 2018

Liliana Petrova

How Do You Know You Are Making The Right Big Bet?

In the last post for JetBlue’s Into the Blue blog series on customer experience lessons learned in 2017, Liliana Petrova and her guests explore different ways to envision the future so you can build it effectively. “Don’t tie it to technology, tie it to an aspiration.” is the advice of Allegra Burnette, former Forrester consultant. Liliana’s… Continue reading →

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January 24, 2018June 29, 2018

Liliana Petrova

How To Turn Mistakes Into Positive Customer Experiences

No company is perfect. It is inevitable that employees will make mistakes. The impact on brand image is not necessarily related to WHAT happens as much as HOW employees handle a problem. I recently encountered a situation, which in the end provided great lessons that are worth sharing. While the issue occurred at a restaurant, the CX learnings are applicable to all companies, regardless of size and industry.… Continue reading →

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January 16, 2018June 29, 2018

Culture Is King – The Power Of Employee Engagement

In 2017 we introduced our ROI series recognizing the challenges all customer experience professionals have to obtain funding for CX initiatives and to prove their positive returns. Our second ROI post covered how a well built customer experience can increase revenue and customer growth of your organization. Today we will walk you through the positive… Continue reading →

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January 16, 2018June 29, 2018

Liliana Petrova

Loyalty Program Success Depends On Great CX

An Important Lesson In Retaining Customers

Loyalty programs are a great way for companies to motivate people to return and buy again and again. Customers will continue subscribing or purchasing especially when they can earn points that are redeemable for products and services they perceive as valuable. It is the basis of how many consumers choose airlines, hotels, restaurants, credit cards and much more.… Continue reading →

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January 10, 2018June 29, 2018

How Smart Do Humans Want AI To Get?

Last month we covered the basics of AI and what it is in theory. Today we will talk more about the existing practical applications of AI and reflect on what that means to us. We will also share some caution about AI, which, similar to IoT does not have existing laws to follow due to the speed… Continue reading →

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January 9, 2018June 29, 2018

Liliana Petrova

Customer Satisfaction Is Based On Entire Experiences

Satisfaction Is Based On An Entire Experience, Not A Single Interaction

There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return. … Continue reading →

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January 4, 2018June 29, 2018

the customer experience effect jetblue liliana petrova

Keep The Customer In Focus For 2018

In her latest post for JetBlue’s Into the Blue blog series on customer experience lessons learned in 2017, our own Liliana Petrova explores how to combine innovation and knowledge of human behavior to keep the customer in focus at the same time CX professionals are developing new strategies. Read more and watch the video. … Continue reading →

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December 29, 2017June 29, 2018

doingcxright.com

What Did We Learn About CX In 2017?

In Post 2 of Liliana Petrova’s series on CX lessons learned and best practices for the new year on JetBlue, she explores the importance of “keeping the human touch” when implementing CX innovation tools. Head over to Into the Blue, the JetBlue blog, to learn how to keep the human touch, and create better human… Continue reading →

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December 27, 2017June 29, 2018

doingcxright.com

eBay

CX Bold Moves: eBay’s Vibrant Marketplace of the Future

Two years ago RJ Pittman and eBay made a big bet and made AI (artificial intelligence) a core discipline of the company, similar to brand marketing and sales. The organization was able to focus and build upon existing technologies to create a truly personalized experience on eBay. This is the definition of a big bet,… Continue reading →

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December 21, 2017June 29, 2018

Liliana Petrova

new year tips doingcxright

What You Need To Do To Start 2018 Right

It is the end of December and we are all in reflective moods. Did I do enough to break into the field of Customer Experience? Did I build the right team with complementary skilled, engaged members? Did I do enough to build/maintain/scale the customer experience culture of my organization? December is filled with doubts,… Continue reading →

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December 19, 2017June 29, 2018

Liliana Petrova

the customer experience effect jetblue liliana petrova

What Will CX Look Like in 2018?

The JetBlue blog features Liliana Petrova in a new four-part series on Customer Experience that collects the 2017 customer experience lessons learned and charts the course for customer experience that delivers technology solutions in new and innovative ways in 2018. Read Part 1 of the series and join us for more, over the next four… Continue reading →

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December 16, 2017June 29, 2018

doingcxright.com

Is AI Really The Answer?

Earlier this week we shared some of the pitfalls of implementing self-service and highlighted the importance of strategic and empathetic implementation. AI (artificial intelligence) is one of the self-service tools in the customer service professional toolbox today. It is also one of the new buzzwords, together with blockchain (for the curious ones – my favorite… Continue reading →

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December 14, 2017June 29, 2018

Liliana Petrova

returns and refunds impact customer purchasing decisions

An Unexpected Driver Of Customer Purchasing Decisions

Online shoppers often determine which stores to buy from based on their understanding return requirements upfront. According to UPS consumer surveys, “66% of shoppers review a retailer’s return policy before making a purchase. 15% abandon a cart when the return policy is unclear.”… Continue reading →

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December 13, 2017June 29, 2018

When Not To Invest In Self-Service Technology?

Every progressive brand today aspires to have more self-service. Very few implement self-service successfully. Self-service is a new tool to optimize a company’s workforce by removing transactions from the system. All industries are looking at self-service as a strategy of the future. Hospitals, airlines, and hotels are installing kiosks to self check-in while grocery stores and… Continue reading →

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December 11, 2017June 29, 2018

Liliana Petrova

Liliana Petrova

From Pain Points to Magical Moments: Transform the Customer Experience

Argyle Journal recently interviewed customer experience professional (and Doing CX Right writer) Liliana Petrova about emerging self service technology and meeting and exceeding customer expectations in airports. Liliana brings out a point that is integral to all technology-based customer experience solutions, namely that “[w]e want to create something that feels like magic, without breaking any… Continue reading →

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December 7, 2017June 29, 2018

doingcxright.com

Rutgers Customer Experience Course

How To Improve Your CX Skills

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal education program can accelerate one’s knowledge. Earlier this year, I began exploring academic programs that would expand… Continue reading →

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December 5, 2017June 29, 2018

Liliana Petrova in front of NYU Stern students

Am I A Good Candidate For A Customer Experience Role?

“When the student is ready, the master will appear.” – Unknown People often ask me what experience they need to be a good fit for customer experience roles. When I spoke at NYU Stern recently, I was faced with the same questions. Students with varied backgrounds wanted to know if they were a good match… Continue reading →

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December 2, 2017June 29, 2018

Liliana Petrova

CX Bold Moves: Uber Bets On Self-Driving Cars With Big Volvo Purchase

The question that remains unanswered is who will be part of the future of transportation. Uber is going for the vertical integration – the whole pie. The future industry of urban transportation will be made of players in three different categories: cars, self-driving software, and ride-sharing network. In contrast, Lyft approaches the future through partnerships.… Continue reading →

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November 28, 2017June 29, 2018

Liliana Petrova

self-boarding with facial recognition at a JetBlue gate.

CX Bold Moves: JetBlue Paperless And Deviceless Boarding

This year JetBlue entered the ranks of the innovators who disrupt industries and not only imagine the future, but also build it. With our award winning facial recognition boarding technology we were able to provide a preview to our customers of what traveling will be in the future. The fact that JetBlue’s facial recognition trial… Continue reading →

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November 15, 2017June 29, 2018

Liliana Petrova

How To Turn Your Customers Into Repeat Purchasers

The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was reminded of this recently when purchasing at a large department store. Upon bringing my new clothes to the cashier,… Continue reading →

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November 1, 2017June 29, 2018

CX Bold Moves: Starbucks Bets On The Physical Experience

Starbucks is opting in for the physical experience in order to become a lifestyle brand while other brands are investing in omni-channel experience. … Continue reading →

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October 30, 2017June 29, 2018

Liliana Petrova

How to talk to your CFO about customer experience and revenue growth

Last month we introduced the topic of Customer Experience ROI and the complexity of building a good business case for it. The Customer Experience business case is strong, but not easy to prove. Today we will dive deeper in two big wins of a successful customer experience investment – revenue and customer growth of your business. Revenue… Continue reading →

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October 23, 2017June 29, 2018

Liliana Petrova

One Person Can Make Or Break A Brand’s Image

We all interact with companies when shopping for products and services. Sometimes we talk to representatives in person, such as at a retail store, while other times we chat online or call customer care. Regardless of where the interaction occurs,… Continue reading →

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October 10, 2017June 29, 2018

How Does Social Media Affect Customer Experience?

Social Media is the only real time channel for successful brands to manage customer experience and brand management. Customer Perspective Social Media is the Voice of the Customer. That voice shares with the world the customer experience of brands. When it is good, it becomes brand ambassador and promoter. When it is bad that voice… Continue reading →

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September 30, 2017June 29, 2018

Liliana Petrova

"Show value, create an experience and always strive to exceed customer expectations."

Delivering Unexpected Value Drives Happiness & Referrals

Great customer experience matters and delivering unexpected value is a big part of the equation.

My passion around this topic started when I received a package in the mail on a random afternoon. I was not anticipating a large box to be delivered, especially with a label that read “To Stacy, From Stacy.”… Continue reading →

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September 29, 2017June 29, 2018

doing cx right, doing CEX right

Meet Doing CX Right

Are you confused about where to begin transforming your organization to be more customer-centric? We are two thought leaders, who are passionate about everything Customer Experience and have much to share given over 15+ years of experience. … Continue reading →

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September 1, 2017June 29, 2018

doingcxright.com

Customer Experience ROI. Is It Worth Doing?

The business case for Customer Service is complex. Gone are the days when we bought a piece of hardware that depreciates over 5 or 10 year on the balance sheet. CX does not even show up on our assets list. At least not with that name.… Continue reading →

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August 25, 2017June 29, 2018

Liliana Petrova

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