Gregory Yankelovich

Whole Foods Acquisition is a Wakeup Call to Independent Grocers

Buffer Much has been written about Amazon acquisition of Whole Food Markets. Every day brings an avalanche of opinions: from the industry pundits’ speculations on a scope of inevitable disruption of the grocery industry to flash analysis of the Wh...

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 to the delivery of outstanding Customer Experience. The debate itself is a testimony that these practitioners are more focused on...

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 power of innovation. If it is so simple, why has building a better mousetrap been so unrewarding? Why have most...

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. Now, whenever I share my experiences of this wonderful country with my friends, they eagerly ask for my opinion about...

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 goods and services, whether they purchase them online or off. There are numerous studies that tie in availability of customer...

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 designed request to share my experience with the agency. That request immediately made me feel uneasy because my flight is...

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 City Slickers movie? Well, this concept of singularity does not work in customer experience management by definition because of 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. Surely, many use elaborate survey and market focus group studies to validate and refine an original concept, but the use...

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 the marketing paradigm which was developed over 3 decades prior. Surprisingly, only relatively few companies noted the avalanche of research...

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 is a risky business and most attempts to re-think how things are done conventionally do not produce commercial success. The single...

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 are exceeded. We may experience content and satisfaction when our expectations are met, or nearly met.  A disappointment is not...

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 corporate vocabulary, the power of “experience” is not lost on marketing professionals. The world of marketing is drastically changing, moving...

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, customers only care about price or looking for ways to avoid to do business all together. The television broadcasting companies are...

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 lot of very respectable and technologically advanced people, from Stephen Hawking to Elon Mask, express their deep concerns about implications of...

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 very frustrated with a lack of actual commitment from your boss. Oh, he is probably saying all the right words...

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 benefits derived from its use. Most commonly used methods, surveys and focus groups, are tightly controlled by companies through the...

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 deliver the best experiences from their customers perspective, profitably. Some would argue that doing this is critical to a company’s...

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 actionable intelligence: to lower the uncertainty of management action and/or to help form ideas to bridge the gap between the existing…

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 measurements is somewhat questionable. Aggregate metrics like these offer very little actionable intelligence, but trending them over time may provide...

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 customers have at least 3-5 companies that promise to deliver similar solutions for their problems at similar prices, customer experience...

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