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 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
- 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 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 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 8, 2021
- 3 min
CX Science: to improve CX, include photos of your employees on your website
Should you include photos of employees on your website? Science says Yes - read on.
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Ivaylo Yorgov
- Feb 2, 2021
- 4 min
CX Science: smells like sales growth
Check out how can you improve customer experience and make an impact on your business using scents.
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Ivaylo Yorgov
- Jan 26, 2021
- 3 min
CX Science: insincere flattery works
Insincere flattery works stealthily and while not immediately effective, it shifts our attitude in a positive direction in the long-term.
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Ivaylo Yorgov
- Jan 19, 2021
- 3 min
CX Science: experts are not the biggest influencers - novices are
Could word of mouth by novices be more impactful than by experts? What are the consequences? Check out the answers here.
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Ivaylo Yorgov
- Jan 12, 2021
- 2 min
CX Science: queue location is the best time filler for contact centers
To give callers a sense of progress, provide them with information about queue location. Read on to learn why.
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Ivaylo Yorgov
- Dec 15, 2020
- 2 min
CX Science: let customers complain to you, so they don't complain to others
You are much better off if unhappy customers complain to you. Check out why.
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Ivaylo Yorgov
- Dec 8, 2020
- 3 min
CX Science: speak concretely to make your customers happier
Using more concrete language makes people think you are listening. This nudges them to buy more from you. Read on.
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Ivaylo Yorgov
- Dec 1, 2020
- 2 min
CX Science: don't overlook customer satisfaction during mergers
Companies who gain the most value after a merger focus on both efficiencies and customer satisfaction. Check out the science behind.
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