Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

The What, Where, and How of Customer Personas

by Kristina Laroccacerrone  |  November 11, 2019

Marketing is all about good storytelling - and most marketers know this! The tricky part is understanding what the story is about, and who you're telling it to. Mediocre marketing...

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Is the Customer the Subject or the Object of Your Customer Experience Efforts?

by Augie Ray  |  October 21, 2019

I often see customer experience (CX) programs that connect point A directly to point B, equating the actions the brand does to the value it derives from those actions. A...

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My Hotel Light Switch and the Three Easy Questions to Ask About Customer-Centric Innovation

by Augie Ray  |  October 7, 2019

I checked into a hotel late last night after a long evening of travel. When it came time to go to bed, I was unable to locate the switch for...

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What Texas barbecue can teach us about customer experience

by Benjamin Bloom  |  September 11, 2019

Consumers can be rewarded, gamified, and otherwise nudged to return to your business.  Yet there is something durable and inspiring about a business that uses none of those tricks, focusing...

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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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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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