Ivaylo Yorgov
First things first: keep your promises
Check out this podcast I had the chance to participate in recently. I spoke to Momchil Blaskov about all things CX.
CX Inspirations
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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 4, 2021
- 1 min
Snippets: CX shapes minds
Is good CX the ultimate form of social responsibility? Extending from the latest insights in neuroscience, it might be. Check it out.
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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 28, 2021
- 1 min
Snippets: Intentional CX
"Intentional Customer Experience means you know what you do...and why you do it." Check out this article with a short commentary from me.
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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 21, 2021
- 3 min
Dispatches from the forefront of marketing: what use for genetic data?
Genetic data and marketing - can there ever go well together? Check out a brief overview on the topic.
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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 14, 2021
- 1 min
Snippets: insights about binge-watchers
What do you know about binge-watchers behaviour? Check out some interesting insights!
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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
- Jan 7, 2021
- 1 min
Snippets: "CX has become a religion"
Has CX become a religion? Is there a one-size-fits-all solution to CX? Check out this insightful article by Jack Springman and my thoughts.
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Ivaylo Yorgov
- Jan 5, 2021
- 7 min
Starting a CX revolution: a user's manual (3)
Check out how the ideas of the leadership guru, John Kotter, can contribute to our thinking about Customer Experience Management.
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Ivaylo Yorgov
- Dec 17, 2020
- 1 min
Snippets: nudging people in loyalty programs
How to nudge people in loyalty programs? Check out the insights from a study by the Loyalty Science Lab.
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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 10, 2020
- 1 min
Ideas worth exploring: decision-driven data analytics
There is a lot of value in shifting from data-driven decisions to decision-driven data analytics. Read on.
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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 3, 2020
- 1 min
Snippets: Complaint Handling and Service Recovery done right
Here's an excellent book chapter on complaint handling and service recovery to inspire you!
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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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Ivaylo Yorgov
- Nov 26, 2020
- 2 min
Snippets: the opinion of the silent ones
A concise guide to increasing survey response rates. And a call to move beyond!
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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