Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

My Free Customer Experience Webinars

by Augie Ray  |  July 14, 2016

I apologize for the bit of self-promotion, but in two weeks I'll be presenting a pair of free webinars on customer experience that may interest you.  The webinars are entitled "Align...

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What Advocacy Really Means (To Marketers, Just Like Everyone Else)

by Augie Ray  |  July 5, 2016

Marketers cannot open their inbox or browser without being bombarded by articles and pitches about advocacy. It’s a hot topic, and for good reason—in an age of social media and...

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The Sharing Economy Is Dead. Long Live the Leverage Economy!

by Augie Ray  |  June 23, 2016

Let me start by saying that I am a customer and fan of the services offered by Uber (took a ride Monday!), Airbnb (recently booked a family member into a...

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Where Virtual Reality Fits In Your Marketing Funnel (If It Fits)

by Augie Ray  |  June 23, 2016

[caption id="attachment_160" align="alignright" width="600"] Lowe's Holoroom[/caption] In my recent report for Gartner's marketing clients, "Virtual Reality: What Marketers Need to Know Now," I share an organized and cautious approach to...

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For A Better Customer Experience Evoke Emotion Rather Than Manufacture It

by Augie Ray  |  May 26, 2016

There is a trend in customer experience circles to focus on emotion. To be sure, emotion is essential to a brand's customer experience, but focusing on emotion is a little like...

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The Best Innovation In Social Media Is A Return To Basics

by Augie Ray  |  May 14, 2016

Innovation has become a way of life in marketing, particularly in social media, as marketers jump from one strategy (fan accumulation) to another (SoLoMo) to another (six-second videos) to another...

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What Loyalty Means to Customer Experience

by Augie Ray  |  April 9, 2016

Actions speak louder than words, but actions are easy to misinterpret, and marketers who misunderstand the actions of customers can damage their brands' business and marketing results. Today, many marketers are...

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In Customer Experience, Intent Speaks Louder Than Content

by Augie Ray  |  March 26, 2016

There is nothing quite like traveling to make clear the difference between customer experience content and intent--content is the things we say and intent is the reasons for what we...

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No Excuse For Poor Corporate Reputation And Customer Experience

by Augie Ray  |  February 20, 2016

The Harris Poll released its latest Reputation Quotient® Report, and while it contains the expected data about the importance and business benefits of good reputation, I was struck by the diversity...

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Content Isn't King--Customer Experience Is

by Augie Ray  |  February 13, 2016

Content is not king. It is important--vital, in fact--but it is not king. A new study from TrackMaven demonstrates that while brands continue to pursue greater content production strategies, they...

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