EP236: Customer Experience Advice: When Building to Simplicity, It Has to Be Perfect, With Liliana Petrova, CEO/Founder at The Petrova Experience

Customer Experience Advice From JetBlue's Playbook, With Liliana Petrova (EP236)

"When Building to Simplicity, It Has to Be Perfect." Episode 236.

Customer experience drives revenue growth by double digits over laggards, even in markets with little competition — because when the experience is bad enough, customers just leave and don't come back. In this episode, Stacey Richter talks with Liliana Petrova, CEO and founder of The Petrova Experience and former director of customer experience at JetBlue, about translating airline-grade customer experience discipline to health care.

WHAT YOU'LL LEARN

✅ Why Liliana Petrova says "when building to simplicity, it has to be perfect" — and why perfect means perfect from the patient's point of view, not the organization's

✅ How Forrester and Gartner research shows customer experience driving real revenue growth, with 89% of companies now competing on customer experience

✅ Why the physical design of a waiting room — like a front desk sequestered behind a tall glass window — sends a subliminal message worth rethinking

✅ How Liliana's experience at JetBlue, an industry as complex, regulated, and safety-driven as health care, translates directly to health care settings

WHY THIS MATTERS

Health care has historically underestimated how much customer experience matters, treating it as a nice-to-have rather than a driver of whether patients stay engaged with their care at all. Liliana Petrova's outside perspective from the airline industry shows that simplicity and design choices — down to the shape of a front desk — carry real weight in whether patients feel like partners or supplicants.

=== LINKS ===

🔗 Show Notes with all mentioned links: Episode Page

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