Gregory Yankelovich
Gregory Yankelovich
Gregory Yankelovich is a Technologist who is agnostic to technology, but "religious" about Customer Experience and ROI. He has solid experience delivering high ROI projects with a focus on both Profitability AND Customer Experience improvements, as one without another does not support long-term business growth. Gregory currently serves as co-founder of https://demo-wizard.com, the software (SaaS) used by traditional retailers and CPG brand builders to create Customer Experiences that raise traffic in stores and boost sales per customer visit.
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...
Is it Wise to Ignore Correlations Between Customer Experience and Creation of Wealth?
Many academic studies were published over the last two decades that examined the correlations between improvements in customer satisfaction/advocacy/experience and increase in sales, profits,...
Why Your Investment in Analytics is Likely to be a Complete Waste of Money
Presumably, analysis of data holds the promise of increase in growth and profitability of any business. This presumption leads to wide adoption of any...
3 Critical Shortfalls of Surveying Customers
I am not a big fan of using survey methodology for research into customer experience. I think it is a great tool for hypothesis...
Two major threats to superior customer experience
It is very hard to provide direct, causal, linear connections between investment into customer experience management and growth of revenue, reduction in operating cost...
Top 5 Warnings to Customer Experience Marketers
Stop designing products. Customers do not want to experience products and they care very little about product’s features and functions. Customers do not buy...
You have to be good at something
A few weeks ago my partner suggested that we should start using a CRM system to help us synchronize our efforts. Since I had...
Do you have enough information to make a sound decision?
In business and personal life we all face the challenge of making large and small decisions every day. Depending on financial and/or emotional impact of...
Bad News For Customer Centricity As Amazon Misses Earnings
The earnings season circus is in town! Who doesn’t enjoy the thrill and drama of corporate giants’ shares rising and falling on commentaries of...
Vanity Metrics – How Is This Still A Thing?
I’d like to borrow this line from John Oliver, host of the popular HBO show “Last Week Tonight”, to address the endless and pointless...
How to get (and keep) a customer-centric reputation
I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on...
Omni-Channel, Big Data and “Dreadful” Departamental Silos
This article was originally published on InsideCXM.com. The basic idea behind omni-channel strategy is the reduction or elimination of customer experience fragmentation. Below are some...
The road to hellish Customer Experience is paved with careless implementations of technology
I am blessed with very good health and have no medical conditions to the best of my knowledge, but my wife insisted that it...
Human Resources-The Forgotten Frontier of CX
Most Customer Experience Management practitioners understand that the CX is a holistic discipline, but tend to focus disproportionally on a customer service delivery. It...
Why Privacy Is A Part of Customer Experience
Not a month goes by without a revelation of a mass data breach at a major commercial or government institution. Since the Target fiasco...