Gregory Yankelovich

Musing on Metrics, Marketing and Innovation

How come there often seems to be no direct connection between the things we choose to measure and the goals we are hoping to achieve? Here are a few examples: If a company management's goal is a sustainable long-term growth, why do they measure their...

Customer Experience – Fire vs iPad 2

The Kindle seem to make a lot of its customers quite happy and they keep publishing their reviews in the record numbers – over 115 per day, every day since Amazon started its shipping. If this flood continues, it will outsell the current Tablet...

Why People Dislike Metrics

I was talking to one of my customers about her experience trying to introduce the use of metrics into the business processes she is managing. Janet is in the gourmet food marketing business and was hoping to use analytics for discovering the patterns of...

iPhone 4S knock customer satisfaction ratings out of the park

We finally got enough customer feedback to see the evidence that iPhone 4S substantially improved customer experience compared to iPhone 4 models. Apple resolved antenna issues completely and as the result significantly improved reception/signal clarity. Customers love new keyboard experience and their usability satisfaction...

Can Customer Feedback help to create innovative products??

I keep struggling with the definition of what is an innovative blockbuster product (or service), and this is yet another attempt: A truly innovative product is the one that delights its customers by anticipating their needs before they knew they have them. In other...

Customer Experience of smart phones

This is a new analysis of customer feedback, which is available online, about their smart phones. At this time we are tracking and analyzing comments from 37,110 customers on 136 mobile smart phones. I decided to filter out the phones which were not updated...

Amazon Fire vs Apple iPad 2

Last week, the announcement of Amazon Fire line of products created a sizable splash in social media, Consumer Electronics, business and IT publications. While this new device does not have specs of a tablet, most observers immediately started to pin it against iPad. Is...

Customers want us to listen more

This morning, I had an interesting experience. Among many emails, tweets and webinar offerings, I managed to expose myself blindly to two that focused on one challenge I have to overcome the most – talking too much and listening too little. Interestingly enough, neither...

Wrong Metrics and Damaging Results

"You cannot manage what you cannot measure." Those are well known and accepted words of wisdom that have been taught to thousands of MBA students for decades. There is a lesser popular truth though—that measuring wrong things can really hurt your business. Definition, selection...

HP Soap Opera starring the TouchPad

Tablet' Market Segment update The last month was full of action if you follow the tablets market segment. HP first started the price discounting to "gain market share" and then dropped the "bomb" of discontinuing the TouchPad they introduced only 42 days before. The judgment...

Three Ways Metrics Can Hurt Your Business

"You cannot manage what you cannot measure." Those are well known and accepted words of wisdom that have been taught to thousands of MBA students for decades. There is a lesser popular truth though—that measuring wrong things can really hurt your business. Definition, selection...

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