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    CX Science: beware the non-complaining customers
    Ivaylo Yorgov
    • Nov 24, 2020
    • 9 min

    CX Science: beware the non-complaining customers

    Beware the non-complaining, unhappy customers - they come in higher numbers and cause more damage than complaining ones.
    62 views0 comments
    CX Science: the effects of Humanoid Service Robots on CX
    Ivaylo Yorgov
    • Nov 17, 2020
    • 4 min

    CX Science: the effects of Humanoid Service Robots on CX

    How is customer experience different when the service rep is a humanoid robot? Check out the answer.
    12 views0 comments
    CX Science: why B2B companies should get a customer on their Board of Directors
    Ivaylo Yorgov
    • Nov 10, 2020
    • 3 min

    CX Science: why B2B companies should get a customer on their Board of Directors

    Having a customer on your Board of Directors if you are a B2B company will improve your business performance. Read on to learn how and why.
    33 views0 comments
    CX Science: the cost of a single negative review
    Ivaylo Yorgov
    • Oct 27, 2020
    • 2 min

    CX Science: the cost of a single negative review

    Online ratings and reviews affect customer behavior. Read on to learn how and by how much.
    16 views0 comments
    CX Science: the zone of tolerence for providing compensation
    Ivaylo Yorgov
    • Oct 20, 2020
    • 3 min

    CX Science: the zone of tolerence for providing compensation

    Customers display a zone of tolerance towards service failures. Read on to see how can you make the most out of it.
    10 views0 comments
    CX science: low self-esteem consumers gravitate towards inferior products
    Ivaylo Yorgov
    • Sep 24, 2020
    • 4 min

    CX science: low self-esteem consumers gravitate towards inferior products

    Low self-esteem consumers gravitate towards inferior products because they provide a confirmation of their beliefs. Read on.
    13 views0 comments
    Referral-led growth: how to unlock and accelerate it
    Ivaylo Yorgov
    • Sep 17, 2020
    • 7 min

    Referral-led growth: how to unlock and accelerate it

    In what follows I offer you a glimpse at what I believe can incite a paradigm-shift for many businesses: referral-led growth. Read on.
    51 views0 comments
    CX Science: how to offer price-based recovery incentives the right way
    Ivaylo Yorgov
    • Sep 15, 2020
    • 3 min

    CX Science: how to offer price-based recovery incentives the right way

    Saving a customer after a service failure by offering a price incentive does not always work in the long-term. Here's how to change that.
    33 views0 comments
    CX Science: a 1pt increase in customer satisfaction lowers your cost of selling by US$130 million
    Ivaylo Yorgov
    • Sep 1, 2020
    • 3 min

    CX Science: a 1pt increase in customer satisfaction lowers your cost of selling by US$130 million

    A 1pt increase in customer satisfaction lowers your cost of selling by US$130 million. Read on to learn more.
    15 views0 comments
    CX Science: for a more effective referral program, incentivize the receiver not the sender
    Ivaylo Yorgov
    • Sep 1, 2020
    • 4 min

    CX Science: for a more effective referral program, incentivize the receiver not the sender

    For a more effective referral program, incentivize the receiver not the sender. Read on to learn more.
    14 views0 comments
    CX Science: appreciate, don’t apologise
    Ivaylo Yorgov
    • Sep 1, 2020
    • 3 min

    CX Science: appreciate, don’t apologise

    To improve customer satisfaction, especially during service failure, ask your contact center representatives to show appreciation. Read on.
    11 views0 comments
    CX Science: low volume music promotes healthier food choices; so does high-pitch music
    Ivaylo Yorgov
    • Sep 1, 2020
    • 4 min

    CX Science: low volume music promotes healthier food choices; so does high-pitch music

    Higher pitch music evokes the concept of morality, which nudges us towards healthier food choices. Read on to learn more.
    15 views0 comments
    The average journey is no one’s journey
    Ivaylo Yorgov
    • Sep 1, 2020
    • 4 min

    The average journey is no one’s journey

    If you are managing the average journey you are actually managing the journey of no one. Here are some ideas for changing that.
    7 views0 comments
    CX Science: minor product malfunctions can impact CX more than severe ones
    Ivaylo Yorgov
    • Aug 31, 2020
    • 4 min

    CX Science: minor product malfunctions can impact CX more than severe ones

    Inaction traps lock us a state of inertia which can potentially lead to much more serious consequences in the future. Read on to learn more.
    22 views0 comments
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