My Blogs and Papers

Collection by Zhecho Dobrev

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Zhecho Dobrev
The Customer Complaints X-Ray Customer Experience, Customer Service, Customer Complaints, Effort, Behavior, Arm, Author, Training, Relationship

The Customer Complaints X-Ray | CX Consulting

It strikes us how focused the majority of businesses are on getting customers through the door, thus spending hundreds of millions on advertising while at

Have you taught your employees about the “Power of Empathy”? Do they make the difference between “empathy” and “sympathy”? No Response, Success, Blog, Disability, Career, Training, Apple, Signs, School

Training your employees on Sympathy or Empathy?

Have you taught your employees about the “Power of Empathy”? Do they make the difference between “empathy” and “sympathy”?We came recently across the

Evaluation Icon Stock Photos And Images Back To Basics, Heart And Mind, Business Branding, Stock Photos, Image, Man Character, Interesting Stuff, Brain, Clever

The Business to Business Experience is More Emotional | BP

Do emotions play a role in the business to business (B2B) environment? Do the emotions that influence us as consumers also influence our behaviour in ...

Zhecho Dobrev looks at how utilising all 5 senses can really pay dividends when designing the ultimate customer experience. People Lie, Customer Experience, Experience Life, You Gave Up, Giving Up, This Or That Questions, How To Make, Pay Attention, Blind

What makes up the most enjoyable Customer Experiences? | CX Consulting

Zhecho Dobrev looks at how utilising all 5 senses can really pay dividends when designing the ultimate customer experience.

Considering Cultural Differences in Customer Experience: Lessons from Indonesia Hachiko, Customer Experience, Disappointment, Different, Puns, Culture, Business, Clean Puns, Word Games

Considering Cultural Differences in Customer Experience: Lessons from Indonesia

Improve Customer Loyalty by Embracing Customer Complaints Customer Complaints, Loyalty, Faith

Improve Customer Loyalty by Embracing Customer Complaints

In the Journal of Service Research, one-third of 244 consumers said they'd experienced or witnessed insensitive, disrespectful or rude employee behavior ...

Luxury Cars and Service Centers: Thinking Long-Term Luxury Car Brands, Luxury Cars, Rolls Royce, Philosophy, Lace Skirt, Fashion, Fancy Cars, Moda, La Mode

Luxury Cars and Service Centers: Thinking Long-Term| Beyond Philosophy

Luxury car brands such as Rolls Royce, BMW, Lamborghini, Porshe, Audi, Bentley etc. announced record sales this year. In the case of Rolls Royce for

Jingle All The Way and the Customer Experience Jingle All The Way, Customer Experience, Couple Photos, People, Philosophy, Forget, Couple Shots, People Illustration, Philosophy Books

Jingle All The Way and the Customer Experience | Beyond Philosophy

A time-honoured truth is that people may forget your words and even your actions - but they never forget how you made them feel. This is especially true

Customer Experience in Emerging Markets: Addressing Localness, Innovation and Convenience. With limited scope for organic growth in the US and Europe. Disruptive Innovation, Business Innovation, Political Economy, Customer Experience, Stock Market, Investing, Finance, The Unit, Stock Photos

Customer Experience in Emerging Markets: Addressing Localness ...

Customer Experience in Emerging Markets: Addressing Localness, Innovation and Convenience. With limited scope for organic growth in the US and Europe...

Is your mobile phone safe from identity thieves an malware? Read these mobile security tips to learn how to protect yourself from threats on your mobile Mobile Security, Security Tips, Security Solutions, Mobiles, Small Business Network, Learn Hacking, Android, Smartphone News, Identity Theft

Smartphones and the Telecoms Customer Experience | Beyond Philosophy

According to Nielsen report the number of smartphone subscribers in the US using mobile internet has grown 45% since 2010 and is rising. Research firm

How many loyalty cards do you have in your wallet? Their purpose is not just for companies to send you irrelevant offers but also so they learn about your Loyalty Cards, Chicago Cubs Logo, Holi, Philosophy, Purpose, Future, Business, Future Tense, Store

Data-mining – a Holy Grail for business of the future | Beyond Philosophy

How many loyalty cards do you have in your wallet? Their purpose is not just for companies to send you irrelevant offers but also so they learn about your

As one of the first Customer Experience dedicated consultancies; we’ve always known that it’s not about making customers happy but to motivate customers Customer Experience, Led, Motivation, Determination, Inspiration

Customer Satisfaction leads to higher stock prices: New evidence

As one of the first Customer Experience dedicated consultancies; we’ve always known that it’s not about making customers happy but to motivate customers

Are banks really different? How do you differentiate beyond just the slogan Differentiation, Banks, Slogan

Are banks really different? How do you differentiate beyond just the slogan

In highly saturated and competitive markets, such as the banking, companies are looking for ways to differentiate themselves beyond just the price and

Regulation: An excuse for providing bad customer experience or is there a way around it? Customer Experience

Regulation: An excuse for providing bad customer experience or is there a way around it?

Is government regulation an excuse for providing below average (not to say bad) customer experience? Answer honestly! We have worked with companies from a

What is the key characteristic for a Customer Experience leader? Customer Experience, Passion, This Or That Questions

How to Design Human Centred Experiences | Beyond Philosophy

Who should we select to lead our customer experience efforts? What kind of people should we select when we enlarge the team? I have heard these questions