CX Science: customer satisfaction, dissatisfaction, and Wall Street
How does customer (dis)satisfaction impact investor behaviour? Check out the answer in this short piece.
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CX Inspirations
Ivaylo Yorgov
- May 18, 2021
- 3 min
CX Science: complaint-handling initiatives that work
When mitigating service failures, match the harm the failure has done to your recovery strategy. Read on to learn more.
Ivaylo Yorgov
- May 11, 2021
- 3 min
CX Science: how does size sound like?
Use high- and low-pitch music in advertising appropriately. If size is a virtue, go with low-pitch music. Read on.
Ivaylo Yorgov
- May 5, 2021
- 2 min
CX Science: do it right or don't do it at all
Which weighs more: satisfaction or dissatisfaction? Check out an interesting study.
Ivaylo Yorgov
- Apr 27, 2021
- 3 min
CX Science: where on the package should you place the product image?
It matters where on the package you put your product's image. Check out why.
Ivaylo Yorgov
- Apr 20, 2021
- 3 min
CX Science: loyalty programs do work
Do loyalty programs work? Science says they do. Check out what's their impact.
Ivaylo Yorgov
- Apr 13, 2021
- 3 min
CX Science: use "I" to increase customer satisfaction
Should we use "We" or "I" when servicing customers? The answer might surprise you - read on.
Ivaylo Yorgov
- Apr 6, 2021
- 2 min
CX Science: for maximum impact, the model in your ads would gaze towards the product
Consumers are more positive towards the brand and the product when the ad features a model gazing at the product.
Ivaylo Yorgov
- Mar 30, 2021
- 3 min
To increase store sales, mimic customers' expressions and behavior
Mimicking customers' behavior can impact how much they like you and how much they buy. Check it out!
Ivaylo Yorgov
- Mar 23, 2021
- 4 min
CX Science: creating the desired CX using product design
Product design sends powerful signals about the things people can expect from the product. Here's how to influence people's perceptions.
Ivaylo Yorgov
- Mar 9, 2021
- 3 min
CX Science: how to show customers you care about them using your logo
How to show customers you are sensitive to their needs via your logo? Check it out!
Ivaylo Yorgov
- Mar 2, 2021
- 2 min
CX Science: fix other companies' failures to increase customer satisfaction
Here is an unintuitive but powerful way to increase customer satisfaction: fix another company's failure. Read on.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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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