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.
Most companies solicit customer feedback on their products or services in various forms, even though it is hard to find evidence of any strategic...
Companies cannot control how their customers perceive their experiences with their products and services. However, they can and they must optimize their processes to...
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...
Most companies, large and small, monitor satisfaction scores given by their customers. Regardless of the methodology or scale they employ, the utility of these...
It appears too many companies, particularly startups, rely too much on the technology tools in attempts of scaling their business. In markets, where most...
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...
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,...
Presumably, analysis of data holds the promise of increase in growth and profitability of any business. This presumption leads to wide adoption of any...
I am not a big fan of using survey methodology for research into customer experience. I think it is a great tool for hypothesis...
It is very hard to provide direct, causal, linear connections between investment into customer experience management and growth of revenue, reduction in operating cost...
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...
A few weeks ago my partner suggested that we should start using a CRM system to help us synchronize our efforts. Since I had...
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...
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...
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...
I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on...
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...
I am blessed with very good health and have no medical conditions to the best of my knowledge, but my wife insisted that it...
Most Customer Experience Management practitioners understand that the CX is a holistic discipline, but tend to focus disproportionally on a customer service delivery. It...
Not a month goes by without a revelation of a mass data breach at a major commercial or government institution. Since the Target fiasco...