Ivaylo Yorgov
Expectations, expectations, expectations
What we are after, I'm becoming more and more convinced, is not 'great customer experience' but a 'fair' one.
CX Inspirations
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Ivaylo Yorgov
- Sep 8, 2020
- 1 min
The advent of 'lean commerce'
A comedy club charging visitors on per-laugh basis? Crazy? Or the future?
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Ivaylo Yorgov
- Sep 1, 2020
- 5 min
CX inspirations: the value of deliberate trade-offs
We don't live in a perfect world and make difficult choices all the time. Here are a couple of ideas for making better trade-offs.
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Ivaylo Yorgov
- Sep 1, 2020
- 6 min
10 CX Inspirations from photography / part 2
In a previous post, I offered 5 things CX managers can learn from great photographers. Here is the second part of this list.
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Ivaylo Yorgov
- Sep 1, 2020
- 9 min
10 CX Inspirations from photography / part 1
What can great photographers teach us about customer experience? Here is the first part of my top 10 photography-inspired CX management tips
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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
- 11 min
Knowing your customer: 7 changes we will all be part of
What are the benefits everyone interested in understanding customers might reap from the current crisis. Here is a list of 7 ideas.
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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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