Ivaylo Yorgov
CX Science: customer satisfaction, dissatisfaction, and Wall Street
How does customer (dis)satisfaction impact investor behaviour? Check out the answer in this short piece.
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Ivaylo Yorgov
- May 18, 2021
- 3 min
CX Science: complaint-handling initiatives that work
When mitigating service failures, match the harm the failure has done to your recovery strategy. Read on to learn more.
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Ivaylo Yorgov
- May 11, 2021
- 3 min
CX Science: how does size sound like?
Use high- and low-pitch music in advertising appropriately. If size is a virtue, go with low-pitch music. Read on.
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Ivaylo Yorgov
- May 5, 2021
- 2 min
CX Science: do it right or don't do it at all
Which weighs more: satisfaction or dissatisfaction? Check out an interesting study.
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Ivaylo Yorgov
- Apr 27, 2021
- 3 min
CX Science: where on the package should you place the product image?
It matters where on the package you put your product's image. Check out why.
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Ivaylo Yorgov
- Apr 20, 2021
- 3 min
CX Science: loyalty programs do work
Do loyalty programs work? Science says they do. Check out what's their impact.
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Ivaylo Yorgov
- Apr 13, 2021
- 3 min
CX Science: use "I" to increase customer satisfaction
Should we use "We" or "I" when servicing customers? The answer might surprise you - read on.
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Ivaylo Yorgov
- Apr 8, 2021
- 1 min
Snippets: is a picture worth a thousand words?
Is a picture worth a thousand words? Check out the answer in this week's snippet!
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Ivaylo Yorgov
- Apr 6, 2021
- 2 min
CX Science: for maximum impact, the model in your ads would gaze towards the product
Consumers are more positive towards the brand and the product when the ad features a model gazing at the product.
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Ivaylo Yorgov
- Apr 1, 2021
- 1 min
Snippets: the impact of online reviews
What is the impact of online customer reviews on sales? Check out the answer in this brief snippet.
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Ivaylo Yorgov
- Mar 30, 2021
- 3 min
To increase store sales, mimic customers' expressions and behavior
Mimicking customers' behavior can impact how much they like you and how much they buy. Check it out!
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Ivaylo Yorgov
- Mar 25, 2021
- 2 min
"The Road To Reality"
In this post, I take a sobering look at CX and offer you a provocative reading recommendation.
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Ivaylo Yorgov
- Mar 23, 2021
- 4 min
CX Science: creating the desired CX using product design
Product design sends powerful signals about the things people can expect from the product. Here's how to influence people's perceptions.
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Ivaylo Yorgov
- Mar 18, 2021
- 2 min
Snippets: efficiency + pleasantness = happy customers
Efficiency + pleasantness = happy customers. Check out this study by Havas.
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Ivaylo Yorgov
- Mar 16, 2021
- 6 min
Reflections on 9 years in the field of CX analytics
Last week it was my 9th year anniversary at GemSeek. I offer you my thoughts on where the CX industry was and where is it heading.
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Ivaylo Yorgov
- Mar 9, 2021
- 3 min
CX Science: how to show customers you care about them using your logo
How to show customers you are sensitive to their needs via your logo? Check it out!
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Ivaylo Yorgov
- Mar 2, 2021
- 2 min
CX Science: fix other companies' failures to increase customer satisfaction
Here is an unintuitive but powerful way to increase customer satisfaction: fix another company's failure. Read on.
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Ivaylo Yorgov
- Feb 24, 2021
- 5 min
Reflections on winning 4 CX measurement and management awards
How did we win so many CX centricity awards? Check out this short and far from comprehensive list.
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Ivaylo Yorgov
- Feb 18, 2021
- 1 min
Snippets: the robotic future of the service sector
Robots are igniting a service revolution. Check out this article to be prepared for the future.
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Ivaylo Yorgov
- Feb 16, 2021
- 9 min
Starting a CX revolution: a user's manual (4)
Check out how behavioural design can help us become better in implementing our CX initiatives.
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