Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Measuring Loyalty: Attitude versus Behavior

by Augie Ray  |  August 4, 2019

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal...

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Omnichannel Customer Experience Is More About Your Organization Than About Your Technology

by Augie Ray  |  July 10, 2019

There is a lot of focus today on omnichannel marketing and engagement, but brands would be well advised to focus first on omnichannel service. Getting omnichannel service right is not...

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ROI Requires Knowing Who and What You Should Invest In

by Jane Anne  |  July 10, 2019

With all due respect to the movie Field of Dreams, the days of "build it and they will come" – whether "it" is a product, service or experience, have passed....

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Why Customers Leave - and What to Do

by Frances Russell  |  July 9, 2019

Many Marketing leaders today are responsible for CX and customer retention in addition to traditional marketing activities oriented to awareness, consideration and acquisition. As a result, they’re not only asking...

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It's YOUR Website ... Do You Copy?

by Jane Anne  |  July 1, 2019

[caption id="attachment_155" align="alignnone" width="150"] "Copy that" is not a good strategy when building your website.[/caption]   Last year at our Digital Marketing Conference, I delivered a presentation on where and...

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How Fried Oreos Can Help You Gain Better Customer Insight

by Jane Anne  |  June 19, 2019

74 percent of marketing leaders told us that market and customer insight are one of the top capabilities critical for success (Gartner subscription required). Yet, when I ask marketing leaders...

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Wallets are Opening for CX Technology

by Jenny Sussin  |  June 13, 2019

Well ladies and gentlemen, two things we need to address to start this post: That whole goal I had about maintaining a regular blogging schedule? Out the window. That thing...

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Life-or-Death Customer Experience

by Augie Ray  |  June 3, 2019

The other day, I was talking to a peer about customer experience (CX), and she said, "It's not as if we're curing cancer here." We're not, but there are countless...

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How Do Your Customer Experience Scores Compare to Competitors? Who Cares?

by Augie Ray  |  May 29, 2019

Virtually every customer experience (CX) leader struggles with one common issue: How do I acquire the attention and commitment I need from bosses and peers? How do I get them...

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