Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

Is Your Brand Too Self Involved?

by Jake Sorofman  |  October 6, 2016

When you start with what's at stake for your customer, you earn the right to their attention. But, as marketers, in the service of our daily efforts—under deadline pressure and...

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The Internet of Things — Should Marketers Care?

by Charles Golvin  |  September 22, 2016

I presented a session titled “How the IoT Will Fit Into Your Marketing Strategy” (playback free but registration required) this past May at Gartner’s Digital Marketing Conference in San Diego...

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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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Great Customer Experience Leaders Look Beyond Customer Voice

by Jake Sorofman  |  September 9, 2016

As a strategy, customer experience runs the risk of devolving into the sort of absurdist platitudes that you might expect to find on a cat poster. Put the customer first....

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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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Distributed Marketing Hinges on Orchestration

by Noah Elkin  |  August 10, 2016

It's easy to ask the wrong question, as my colleague Augie Ray pointed out in a recent post. But why do marketers ask the wrong question? And how does the right...

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