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