Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

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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McDonald's Turnaround--A Story Of Customer Experience Success

by Augie Ray  |  January 26, 2016

You may have heard that McDonald's announced strong quarterly results yesterday. The quick-service restaurant chain reported a 5% increase in global same-store sales and the second quarter in a row...

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Three Customer Experience Lessons From Social Media Performance in 2015

by Augie Ray  |  January 12, 2016

In 2011, back when social media hype was at its greatest, I wrote about the "slow-motion social media valuation bubble burst." Since then, year after year, social business and social...

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2015 Digital Commerce Holiday Recap

by Jennifer Polk  |  January 7, 2016

There are many digital commerce lessons to be learned from the 2015 holiday season. Here’s a recap of four digital commerce trends and takeaways that marketers across industries can apply to...

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The Customer Experience Implications of the FTC's New Rules on Native Advertising

by Augie Ray  |  December 23, 2015

Yesterday, the FTC issued new guidance on native advertising, sponsorship, and disclosure. In some respects, the new FTC guidance contains little new. It is just another reminder that the same tenets of...

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Great Customer Experience Involves Repaving the Bumps in the Road

by Jennifer Polk  |  December 18, 2015

Great customer experience is like really good highway design. How do you know if you’re driving on a well-designed highway? If you think about it, there are three hallmarks of...

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CX Marriage Counseling for Consumers' & Marketers' Relationship Issues

by Augie Ray  |  December 18, 2015

We have all been in a bad relationship before.  A suitor woos us with the moon and the stars, and soon we are in the swoon of passion. Commitments are...

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