Episode 09 - Communism, Casinos, Airports, and Customer Experience with Liliana Petrova

Liliana Petrova, formerly the Director of Customer Experience at JetBlue, and now Founder and CEO of The Petrova Experience, describes herself as an “Organizational Culture Evangelist.” The airline industry might seem like an odd place to plant your flag to keep love alive, but if you are going to carry forward the gospel, you need to go to dens of evil. And there is perhaps no place as evil as the airline experience. . How can you convert a whole organization of people to adopt a ‘culture of centricity,’ whether it be customer-centricity, employee-centricity, etc? Are we really talking about being a cultural missionary? Trying to instill in the natives a sense of belief in a higher power, overturning their traditional culture for something that is believed to be more enlightened?

Enter Liliana’s work at JetBlue, where she was Director of Customer Experience for almost 8 years. If there is a feature of your JetBlue experience that you enjoy, odds are that Liliana had a hand in it. In describing her role, she once wrote “As customer experience director at JetBlue, I feel pride and responsibility to meet the high expectations of our customers and am passionate to keep the love alive as we grow.” Listen to Liliana talk about how she keeps the love alive in her work as a customer experience evangelist.

Episode Intro Music - The Tall Pines - “The Key”

Episode Ending Music - Ketsa - ”Dreaming Days”