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.
Customer Satisfaction–the Ultimate Vanity Metric?
Almost every company measures Customer Satisfaction or its variations at considerable expense and effort. Some companies attempt to use the metric for advertising. The metric...
The Contextual Side of Customer Experience Analytics
Can you tell by the menu prices that a restaurant will provide you with a great experience? Will reading the final score substitute for...
Engaging Social Customer and Product Launch campaigns
If you are interested in engaging your customers, your listening has to be customer-centric. I know you want to talk about your product and...
Proof of The Obvious – A Recipe For Market Share Growth
There is a lot written in the last few years about the importance of consumer engagement with brands in the age of the...
Tapping Market Intelligence: Don’t Ignore Word of Mouth!
If you are like me, you probably receive requests to share your opinion about websites, products or services on a daily basis. That is...
Debunking the Argument of “Accuracy”
With the advent of Big Data, it is estimated that 70%-80% of all data collected and stored by an enterprise is in an unstructured...
Customer Experience is Everybody’s Business – Connecting the Dots
Most company executives don't think that their accounting department is in the Customer Experience business. True, very few members of financial management teams normally...
Customer Satisfaction Is A Relative Term
Customer perceptions of products and services, or companies and brands, are measured using different scales and methodologies. Regardless of any ambiguity of definitions and...
OrgChart Challenges to Adoption Management – Lesson Learned
Many business problems that negatively affect Customer Experience have their roots in the siloed nature of an organization. A business often sees itself as...
AT&T Customers Love Nokia Smartphones
Knowledge of customer satisfaction and experience delivered by a specific channel can be very illuminating from a brand manager's perspective. It could be even...
CRM – Build for Adoption
This post continues to explore the theme of Unlocking The Value of CRM. Previous installments can be found here and here. This installment focuses...
Where are the best Insights?
Most of business managers would like to make informative business decisions rationally based on data and evidence, and yet corporate meetings are still too...
Unlocking the Value of CRM Enterprise Software – Part 2
This is the second installment of the inquiry into the best practices for Strategic CRM initiatives. Here is link to the post published earlier...
Unlocking Value of the CRM part 1
CRM initiatives used to be rightly considered to be the most challenging Enterprise Software undertaking by many people in business, yet many companies dipped...
Who Can You Trust?
Year after year, studies from multiple sources show an overall increase in the consumer's trust of online customer reviews when making purchasing decisions. This...
Size is not always matter
It is interesting that most conversations about Social Media Monitoring start with a size, breath and velocity of data and rarely address desired outcomes...
Customer Engagement and Experience Influence Consumer Selections
This is our third annual analysis of customer perceptions of smartphones. This report is produced entirely by means of Social Media research. Customers became...
Lumia Leads The Pack in Customer Experience
This is a quick look at the performance of the smartphones launched during this quarter (Q3-2012) by major brands from the perspective of their...
The Essense of Brand and Customer Experience
A few months ago, I asked a speaker, who represented herself as a "marketing guru," for an example of an excellent brand because she...
The Power of Words
Our world is created with the words we use to describe it. This idea is the anchor of the creation story in the Book...