Zhecho Dobrev
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.
Could You be Left Behind by The Experience Economy?
Seventeen years after the prophetic Pine & Gilmore book and HBR article “Welcome to the Experience Economy” published, we see their concepts gaining momentum....
Do You Master The Power of Storytelling?
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...
5 Facts to End the ROI Debate on Customer Experience
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer...
What Does The Scottish Independence Vote Have to Do with Customer Experience?
Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!”...
You Are Getting Customer Innovation All Wrong
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...
What makes up the most enjoyable Customer Experiences?
The Five senses. You have known them since elementary school. Sight, Hearing, Taste, Smell, and Touch. But while you may be aware of them...
What People Say vs What They Really Think
If you are like most organizations, you have done a lot of research on the rational side of your customer experience. You may use...
How to Design Human Centred Experiences
Before you spend a ton of money on a new CRM system, software, machine or process to enhance your customer experience, you should always...
Outside-In Approach to Design and ROI of Patient Experiences
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
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...
The Value Of Complaints
Has it happened to you that you start a small argument with your wife, partner or girlfriend, over a small thing but neither of...
The Opportunity to Differentiate – Part 1
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...
How to overcome organizational silos?
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...
5 Must-Dos in Designing an Emotionally Engaging Experience
Think of how many times you had an impulse to buy a more expensive brand and later convinced yourself that you did it because...
Are you in danger of death by efficiency?
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...
How to make your customers happy TOMORROW
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...
Customer Experience Governance Approaches & Maturity Stages
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...
How emotions are emerging as a competitive differentiator?
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...
The Business to Business Experience is More Emotional
Do emotions play a role in the business to business (B2B) environment? Do the emotions that influence us as consumers also influence our behaviour...
Designing experiences for the ears
Are you designing for appearance or for experience? In a brilliant TED Talk by Julian Treasure – Why Architects need to use their ears...