Get the Most From the Actual Voice of the Customer

By Augie Ray | May 26, 2017

Voice of the Customer (VoC) programs collect direct, indirect and inferred data about your customers so you can better understand your product, services, and experiences from the customers’ perspective. This is what makes VoC data so different (and so valuable)…


United Airlines and the Dollars and Cents of Customer Experience

By Augie Ray | April 11, 2017

We have all seen the video of the bleeding man being dragged from his United Airlines flight. We’ve seen all the social media rage. We’ve endured debates over whether it was the fault of employees, poor corporate policies, an unruly…


The Disease of (and Cure for) Marketers Thinking Like Marketers

By Augie Ray | April 07, 2017

“You’re thinking like a marketer.” Do you see that as a compliment? Or a caution? I believe marketers, like all humans, can get in the rut of thinking about their own problems and goals, and it causes them to lose…


Yet Another Wake-Up call: Marketing, Growth, and Customer Experience

By Augie Ray | March 30, 2017

My peer, Jake Sorofman, recently wrote a smart blog post about the latest wake-up call for CMOs. It seems chief marketing officers have needed a lot of these arousing calls in recent decades–digital was said to be wake-up call, and so was…


Customer Experience, Innovation and the Slow Death of Famed Brands

By Augie Ray | March 22, 2017

This week, Sears reported that it has “substantial doubt” about its ability to stay in business unless it can borrow more and tap cash from more of its assets. The retailer has been a bricks-and-mortar cautionary tale for so many years, you…


Being Customer First At The Upcoming Gartner Digital Marketing Conference

By Augie Ray | February 18, 2017

What does it mean to be “customer first,” and how can companies adopt a more customer-first mindset? That is the focus of one of the tracks at the upcoming Gartner Digital Marketing Conference, May 10 to 12, in San Diego.…