225. Liliana Petrova on optimizing the customer experience - a podcast by Will Bachman

Our guest today is Liliana Petrova, who runs The Petrova Experience, a consulting firm that helps brands build differentiated experiences and leverage technology to increase customer loyalty, efficiencies and revenue.

Liliana was previously the Director of Customer Experience at JetBlue Airways, and on this episode we discuss some of the culture driven behind-the-scenes decisions that set JetBlue apart – including the blue potato chips and the free wifi.

Then we discuss some of her more recent work, including an effort to map out and then improve the experience of fans at a sports arena.

To learn more about her firm visit thepetrovaexperience.com 

Linked In:

https://www.linkedin.com/in/lilianapetrova/

Twitter:

https://twitter.com/LilianaPetrova

Instagram:

https://www.instagram.com/thepetrovaexperience/

Facebook:

https://www.facebook.com/The-Petrova-Experience-419743838814954/?view_public_for=419743838814954

 

Further episodes of Unleashed - How to Thrive as an Independent Professional

Further podcasts by Will Bachman

Website of Will Bachman