Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Customer Experience: Marketing's Pull to Balance Its Push

by Augie Ray  |  September 19, 2016

The key to building a healthy brand is to balance marketing's push with its pull. Push strategies drive immediate financial benefit by pressing messages, offers, and products at customers. Customer...

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Four Ways Marketers Can Stop Damaging Their Profession

by Augie Ray  |  September 15, 2016

Marketing has a marketing problem. In 2012, an Adobe study found that advertising/marketing was one of the least valuable professions to society--just 13% of survey respondents ranked it as valuable. In...

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Avoid the Uncanny Valley When Automating Customer Experience Interactions

by Augie Ray  |  September 1, 2016

[caption id="attachment_260" align="alignright" width="300"] Source: Pixabay[/caption] I wrote some months ago that marketers trying to improve their brands' customer experience can make the mistake of attempting to manufacture emotion rather...

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Six Reasons Customer Journey Mapping Fails (And What To Do About It)

by Augie Ray  |  August 29, 2016

Customer journey maps are a strong tool for marketers seeking to improve their brands' customer experience. Unfortunately, many marketers report that their customer journey mapping initiatives fail to drive the...

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Voice of Customer (VoC) Platforms Become Customer Experience Platforms

by Augie Ray  |  August 25, 2016

Ten years ago, "voice of customer" (VoC) platforms were thought of as systems that sent surveys to collect feedback about customer satisfaction so that the data could be exported and...

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Marketers' Questions about Customer Experience and the New Customer Journey

by Augie Ray  |  August 2, 2016

Last week I provided a free webinar about customer experience. I presented a new customer journey, one that is based not upon mass media era processes and behaviors but on the...

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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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