In this episode of Digital Icons, Alex Genov head of customer research at Zappos, sheds light on everything you need to know about understanding customers as people. He posits essential ways to improve customer loyalty and better consumer experience in the business world.

Alex Genov

Head of Customer Research , Zappos

Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people’s lives easier and more enjoyable. Currently, Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. He has over 15 years of relevant experience – 5 years of academic research and over 10 years of customer research in the software industry. Alex received his Ph.D. in Experimental Social Psychology from Clark University. His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.