Ten Maxims of Customer Experience

By Augie Ray | January 24, 2017

Ten simple truths about customer experience (with links to relevant blog posts and subscription research reports from me and my peers on the Gartner for Marketing Leaders team): Whether or not you plan for it, your brand provides a customer…


What Brands Do You Love? A Quick Customer Experience Exercise

By Augie Ray | January 19, 2017

What brands do you love? Stop. Make a list. Write them down or type them out, then continue reading. — — — Did you do it? I’m serious. Here’s a free and immediate online notepad you can use if you need…


Two Marketing Trends Marketers Will (Probably) Get Wrong in 2017

By Augie Ray | December 30, 2016

It is the end of the year, and that means every marketers’ inbox and LinkedIn feed are full of articles promising the top marketing trends for 2017. Many of the same authors, blogs, and agencies that told you that Facebook…


Three Simple Actions To Improve Customer Experience in 2017

By Augie Ray | December 15, 2016

Just two weeks to go before it is 2017–good riddance, 2016!–and that means it is time to start making your professional New Year’s resolutions. At the top of many marketers’ lists of goals is to improve their brands’ customer experience…


What Marketers Can Learn About Customer Experience From Santa Claus

By Augie Ray | December 08, 2016

Santa Claus, in the lexicon of marketers, has an extraordinarily strong brand. The Santa® brand we know today evolved over a century ago thanks to Clemente Clark Moore’s poem, Thomas Nast’s illustrations, and The New York Sun’s famous editorial to Virginia, and it…


What Trump’s Looming Customer Experience Challenge Can Teach Marketers

By Augie Ray | November 16, 2016

Following Donald Trump’s election victory, we have seen the inevitable flood of blog posts suggesting the lessons marketers must learn from his success. While such a newsworthy event provides easy fodder for this sort of speculation, I remain unconvinced there…