Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

What Marketers Can Learn About Customer Experience From Santa Claus

by Augie Ray  |  December 8, 2016

[caption id="attachment_373" align="alignright" width="300"] Source: Pixabay[/caption] 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...

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What Trump's Looming Customer Experience Challenge Can Teach Marketers

by Augie Ray  |  November 16, 2016

[caption id="attachment_356" align="alignright" width="300"] Source: https://unsplash.com/search/flag?photo=G0SLCrt5OCY[/caption] 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...

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Your Brand Needs a Customer Experience Transformation Before A Digital Transformation

by Augie Ray  |  November 13, 2016

There is no doubt that brands have to adjust to an increasingly digital, mobile and automated world. But for all the focus on "digital transformation" in recent years, many brands...

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Content Is Vital, But It Isn't King

by Augie Ray  |  November 7, 2016

Shortly after Obama’s first inauguration, he must have signed the "Content is King" Act of 2009 which required the use of this phrase at every marketing conference and on every...

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Gartner Predicts a Digital Future for CRM Sales Technology

by Tad Travis  |  October 31, 2016

In time for IT leader's 2017 strategic planning work, the Gartner CRM Sales research practice has released the latest Strategic Planning Assumptions for sales technology.  The newest predictions draw upon...

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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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