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.
How to get the right balance between sales messages and the actual customer experience
When the experience betrays the words: How to get the right balance between sales messages and the actual customer experience Nokia became the latest company...
Training your employees on Sympathy or Empathy? Apple shows the way to success
Have you taught your employees about the "Power of Empathy"? Do they make the difference between "empathy" and "sympathy"? We came recently across the Apple's...
What is the key characteristic for a Customer Experience leader?
Who should we select to lead our customer experience efforts? What kind of people should we select when we enlarge the team? I have...
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 range...
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 avoid...
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 to...
Data-mining – a Holy Grail for the business of the future
How many loyalty cards do you have in your wallet? Their purpose is not just for companies to send you irrelevant offers but also...
The Customer Complaints X-Ray
It strikes us how focused the majority of businesses are on getting customers through the door, thus spending hundreds of millions on advertising while...
Smartphones and the Telecoms Customer Experience
According to Nielsen report the number of smartphone subscribers in the US using mobile internet has grown 45% since 2010 and is rising. Research...
The Telecoms’ Rubicon and Customer Loyalty
More Revenues from Data Usage vs More Customers: Will Telecoms Find the Right Balance Global mobile broadband traffic grew by 83% in the second half...
Customer Experience in Emerging Markets: Addressing Localness, Innovation and Convenience
With limited scope for organic growth in the US and Europe, many companies and investors turned their eyes towards the Emerging Markets. Focus now...
Jingle All The Way and the Customer Experience
A time-honoured truth is that people may forget your words and even your actions - but they never forget how you made them feel....
Luxury Cars and Service Centers: Thinking Long-Term
Luxury car brands such as Rolls Royce, BMW, Lamborghini, Porshe, Audi, Bentley etc. announced record sales this year. In the case of Rolls Royce...
Design Self-Service Experiences With Customers in Mind
I recently had a particularly bad self-service customer experience that prompted me to think about the experience gaps in many organizations' self-service offerings. Although...
Considering Cultural Differences in Customer Experience: Lessons from Indonesia
Beyond Philosophy, a global customer experience consultancy, and Hachiko, an Indonesia-based customer loyalty consultancy, partnered to conduct a Net Promoter Score study among more...