Ivaylo Yorgov
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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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