Zhecho Dobrev
Zhecho Dobrev is a Senior Consultant at Beyond Philosophy with 7 years of management consultancy experience and more than10,000 hours devoted to becoming an expert in customer experience management. He has worked with a wide range of sectors and countries. Some of his clients includeCaterpillar, FedEx, American Express, Heineken, Michelin etc. Zhecho's expertise includes conducting customer research on what drives customer behavior, journey mapping, customer complaints, measurement, training and more. He holds an MBA and Master's degree in International Relations.
Seventeen years after the prophetic Pine & Gilmore book and HBR article “Welcome to the Experience Economy” published, we see their concepts gaining momentum....
Stories are a fascinating subject. I like this post from Bruce Kasanoff. He shares with us the story of a skiing excursion he took with...
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer...
Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!”...
A Forrester 2014 report announces that “the number of truly awful customer experiences is dropping like a rock. That’s good news for consumers and...
The Five senses. You have known them since elementary school. Sight, Hearing, Taste, Smell, and Touch. But while you may be aware of them...
If you are like most organizations, you have done a lot of research on the rational side of your customer experience. You may use...
Before you spend a ton of money on a new CRM system, software, machine or process to enhance your customer experience, you should always...
Doug Dietz, principal designer for GE Healthcare, was proud of his new scanner (MRI machine) that he designed. Like a self-described proud papa, he...
The Opportunity to Differentiate Part 2 As I mentioned in part one of this blog, I have done a lot of travelling recently. I flew...
Has it happened to you that you start a small argument with your wife, partner or girlfriend, over a small thing but neither of...
I did a lot of travel recently. I flew with 5-6 airlines, used 4-5 different rent-a-car firms, stayed in half a dozen hotels, dealt...
Have you got problems finding a common language and cooperation from people around the organisation for customer experience initiatives? Aren't people usually supportive on...
Think of how many times you had an impulse to buy a more expensive brand and later convinced yourself that you did it because...
I couldn't agree more with Casey Haksins and Peter Sims who argues in a recent HBR blog that too much efficiency can be just...
I read in a recent article at Inc.com about amazing new research out of Stanf ord and Harvard Business School, which found that concrete...
Typical Customer Experience Maturity Path Where does the customer experience sit? What are the responsibilities and, most importantly, the authority of the customer experience owners...
I'll start with a real life story. The CEO of a company decided not to renew the contract with their telecommunications provider even though...
Do emotions play a role in the business to business (B2B) environment? Do the emotions that influence us as consumers also influence our behaviour...
Are you designing for appearance or for experience? In a brilliant TED Talk by Julian Treasure – Why Architects need to use their ears...