Gregory Yankelovich

Customer Experience – The Three Legged Stool

Over the years I witnessed the never ending debate between practitioners of Customer Service/Support and Marketing over which one of them is more critical...

End of Product

The phrase “Build a better mousetrap, and the world will beat a path to your door” is often used as a metaphor about the...

Airbandb vs Hotels – Which Provides Better Guest Experience

I recently returned from visiting Italy and for the first time used airbandb.com to find and book accommodations for a considerable number of nights....

Customer Reviews – Trust, but Verify

During the last two decades customer reviews and ratings became an ubiquitous part of e-commerce. Over 88% of consumers gratefully use them to select...

Poll Timing Dilemma

The other day I booked a flight on a popular website. As soon as the ticket order transaction was completed, I received a nicely...

How Singularity Kills Customer Experience Management

Culturally we are conditioned to look for a SINGLE reason, element or root cause to solve any problem. Remember Curly’s “One Thing” in the...

Voice of Customers Challenge to Product Managers

For years I have been puzzled by the fierce resistance of product managers to integrate customers feedback into the products’ design and marketing process....

Which is a better investment – Customer Experience or Brand Management?

The advancement of social media during the last ten years gave rise to the power of social customers. That power precipitated fundamental shifts to...

Innovation and Customer Experience

We live in amazing times with endless opportunities to experience and participate in the process of many established industries being re-imagined. However, an innovation...

The secret to high rate of customers retention

It took me a few years to realize that happiness is based on one’s ability to manage expectations. We experience happiness when our expectations...

Cheap Gas, Electric Cars and Customer Experience

Even if you sell a commodity, customer experience often outweighs price considerations. Just because the term Customer Experience Management (CEM) is  relatively new to...

Without trust, a business cannot grow. Without reputation a business cannot be trusted.

Customers prefer to buy from companies they trust. When consumers’  choices are limited and they have to do business with companies they don’t trust,...

Algorithms vs People – Customer Experience Perspective

During the last few months I’ve seen a significant increase in a number of articles warning about the onslaught of automation in workforce. A...

Why is it so difficult to get funding for Customer Experience change?

If you are reading this post you are likely well aware of customer experience’s capacity to improve your company’s performance. You are also likely...

The Strategic Value of Customer Feedback

Most companies solicit customer feedback on their products or services in various forms, even though it is hard to find evidence of any strategic...

Where are Customer Experience Success Stories?

Companies cannot control how their customers perceive their experiences with their products and services. However, they can and they must optimize their processes to...

Customer Experience – From Data to Action

Too many analytical efforts focus on a single stream/source of data and that makes them unproductive. The purpose of analysis is the development of...

Customer Satisfaction Is Not Enough to Forge Loyalty

Most companies, large and small, monitor satisfaction scores given by their customers. Regardless of the methodology or scale they employ, the utility of these...

Technology is not the solution for your customer experience problems

It appears too many companies, particularly startups, rely too much on the technology tools in attempts of scaling their business.  In markets, where most...

Not all social media channels are created equal

The value of a company, brand or product’s reputation in the socially connected marketplace has started to eclipse the value of their paid advertisement...

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