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.
What a CMO could learn from Ed Snowden
It is hard to find anyone who is not familiar with revelations about mass collections of private data conducted by NSA and other international...
Loyalty vs Reputation-Which sells your product better?
Loyalty is based on prior experiences a customer had with a specific brand, while reputation is based on the aggregated experiences of others with...
CRM, Omnichannel and the Quest for Customer Intimacy
Once upon a time, before consumer markets became dominated by large corporations and big box stores, customer centricity was a relatively common practice. Small...
Death by Confirmation Bias
There is no more expensive mistake than the rejection of new findings without the critical examination of methods and data used. Continually spending money...
Farce of Data-Driven Marketing
“Eat your own dog food” is a term often used in technology startup circles. It refers to a practice of using the technology your...
Experience of Customers Helps to Forge Shoppers’ Expectations
If you believe, like I do, that happiness is about expectations management, customer reviews are your best bet for selecting your next car, smartphone...
Can Customer Experience be managed?
Most Customer Experience professionals would find this question to be ludicrous, but in the article “Is Customer Experience Manageable? An Industry Pundit Says No”...
True Value of Social Customer Experience to Future of Brands
Consumers are becoming more connected and social about their customer experiences. The number of customer reviews sites and volume of the content published on...
Customer Experience and Devaluation of Brand
The rise of social customers triggered the devaluation of brand as an asset class. In the past a brand was recognized by businesses as...
Customer Experience is the “New” Marketing
Sincerity and competence are the currencies of customer interaction. Consumers may sometimes engage with a brand after seeing clever commercials or hearing a catchy...
Lies and big data
The other week someone brought to my attention an article with a title “Lies Data Tell Us” by Steven J. Thompson, CEO at Johns...
Fake ROI and Customer Experience
Many of us are familiar with a request to justify any project from the return on investment perspective. Corporate management’s fiduciary obligation is to...
Customer Experience, Correlations and Predictions of the Future
Recently I read very interesting article that explores role of intuition in data science. It is written by Tom Davenport who is well known...
Do not confuse Customer Experience with Customer Service
There are too many people who use the customer experience and customer service/support terms interchangeably. Even well respected authors and customer centricity consultants, like...
Customer Experience — Designed for Churn
Given the challenges of attracting new customers, one would expect to optimize business processes to prevent them from leaving. Surprisingly it is often feels...
Don’t waste money on analytics
This post was originally published on http://www.cx-journey.com/. Analysis is an instrument of learning, defined as "a process of acquiring modifications in existing knowledge, skills,...
High Tide Does Not Raise All Boats Equally
This new research examines the relationship between Customer Experience (measured in social NPS®) and brand market share changes in a rapidly growing market, such...
The root of all great products
Great products come from a deep understanding of customers' needs and wants. Such understanding is best formed by observation of customers using a product....
Top 5 Reasons why Customer-Centric Efforts Fail
Customer Experience Management is a holistic discipline involving all functional departments of a company (see examples here and here). However, many companies treat it...
A Product is Only a Part of Customer Experience
It is only a matter of time and success rate, before competition will re-engineer the functionality of your new product or service and bring...