Ivaylo YorgovNov 24, 20209 minCX Science: beware the non-complaining customersBeware the non-complaining, unhappy customers - they come in higher numbers and cause more damage than complaining ones.
Ivaylo YorgovNov 17, 20204 minCX Science: the effects of Humanoid Service Robots on CXHow is customer experience different when the service rep is a humanoid robot? Check out the answer.
Ivaylo YorgovNov 10, 20203 minCX Science: why B2B companies should get a customer on their Board of DirectorsHaving 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.
Ivaylo YorgovOct 27, 20202 minCX Science: the cost of a single negative reviewOnline ratings and reviews affect customer behavior. Read on to learn how and by how much.
Ivaylo YorgovOct 20, 20203 minCX Science: the zone of tolerence for providing compensationCustomers display a zone of tolerance towards service failures. Read on to see how can you make the most out of it.
Ivaylo YorgovSep 24, 20204 minCX science: low self-esteem consumers gravitate towards inferior productsLow self-esteem consumers gravitate towards inferior products because they provide a confirmation of their beliefs. Read on.
Ivaylo YorgovSep 17, 20207 minReferral-led growth: how to unlock and accelerate itIn what follows I offer you a glimpse at what I believe can incite a paradigm-shift for many businesses: referral-led growth. Read on.
Ivaylo YorgovSep 15, 20203 minCX Science: how to offer price-based recovery incentives the right waySaving 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.
Ivaylo YorgovSep 1, 20203 minCX Science: a 1pt increase in customer satisfaction lowers your cost of selling by US$130 millionA 1pt increase in customer satisfaction lowers your cost of selling by US$130 million. Read on to learn more.
Ivaylo YorgovSep 1, 20204 minCX Science: for a more effective referral program, incentivize the receiver not the senderFor a more effective referral program, incentivize the receiver not the sender. Read on to learn more.
Ivaylo YorgovSep 1, 20203 minCX Science: appreciate, don’t apologiseTo improve customer satisfaction, especially during service failure, ask your contact center representatives to show appreciation. Read on.
Ivaylo YorgovSep 1, 20204 minCX Science: low volume music promotes healthier food choices; so does high-pitch musicHigher pitch music evokes the concept of morality, which nudges us towards healthier food choices. Read on to learn more.
Ivaylo YorgovSep 1, 20204 minThe average journey is no one’s journeyIf you are managing the average journey you are actually managing the journey of no one. Here are some ideas for changing that.
Ivaylo YorgovAug 31, 20204 minCX Science: minor product malfunctions can impact CX more than severe onesInaction traps lock us a state of inertia which can potentially lead to much more serious consequences in the future. Read on to learn more.