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.
Go-To-Market Strategies in the Age of the Social Customer
Market segmentation by demographics, geography, etc. is a common exercise that helps marketers to form their go-to-market strategies. Most of these segmentation efforts are...
How Employee Satisfaction Correlates to Customer Experience
Many customer experience practitioners stress the importance of employee participation in companies’ customer-centricity efforts. Intuitively, it is hard to disagree with the anecdotes they...
Hell hath no fury like a customer scorned
Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the...
More Signs of Decline in Brand Relevancy
Last week I was shopping for a new Bluetooth headset for my phone after my trusted Motorola betrayed me in the middle of an...
The “Agile” Approach to Consumer Product Marketing
The term Agile is most familiar to people involved with software development, but the basic concepts can be applied to consumer products successfully as...
In Defense of Anecdotal Evidence
During the last two decades traditional retail business has experienced a disruption similar to an earthquake delivered by the proliferation of ecommerce. That earthquake...
The Gospel of Customer Centricity
The price of a product, the brand value and the other pillars of marketing are no longer the most important factors in a consumer’s...
Why are Consumers Jaded by Marketing Messages?
We live in the age of abundance. From tropical fruit during winter to a choice of tools for any conceivable job, most of us...
3 Steps for Improving the Value of Voice of Customers
Every company collects customer feedback in one form or another. It is the ability to HEAR what their customers SAY that separates successful companies...
3 Questions for the Author of “Hooked on Customers”
Last week I had the opportunity to ask Bob Thompson, the author of the book “Hooked on Customers”, a few questions. Bob is an international authority on...
Social Media Research of Customer Experience is a Smart Marketing investment
Listening to customers through social media channels, is a well established practice for support of Customer Service and PR business processes. Marketing organizations are...
Message to CX profession – Transparency begets trust
I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my...
Short update on the experience of smartphone customers
Some long time readers of our blog will remember extensive posts dedicated to market intelligence of customer experience with smartphones. Smartphone customers are one...
Beyond Buzzwords – 4 Keys to Effective Action
A few weeks ago I attempted to provide a clear distinction between customer experience and customer support in this blog post. Since then, the...
Customer Engagement is a Double Edge “Sword”
Every week I get at least two invitations for webinars exploring various customer engagement technologies. Apparently brands are really interested to engage consumers. At...
How to Assess Return on Investment in Customer Service
Any investment in Customer Service a company considers, has to be examined for its potential negative impact on overall customer experience. The personal negative experience,...
Why Brands Often Fail at the Zero Moment of Truth
Google introduced this term to describe the impact of online information, i.e. social media reputation, on the intent of a potential customer to engage...
Can’t Buy Me Love or Superior Customer Experience
Superior Customer Experience cannot be delivered without the well orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to...
Market Segmentation and the Myth of Demographics
Do you really believe that all 24-36 year old men buy your product for the same reason? If you do, I have a slightly...
Customer Experience and Balance of Power
During the last few years we witnessed tremendous political impact of social media on politics, both in government and corporate realms. The examples abound...