Gartner Blog Network

Tag: '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...

Read more »

The Absence of Context

by Hank Barnes  |  July 16, 2019

Context is critical--to pretty much everything.  But too often, context is either assumed or not established.  Examples of this can be seen daily: Blog posts touting essential customer experience strategies...

Read more »

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...

Read more »

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....

Read more »

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...

Read more »

Who Is Paying for the Value

by Hank Barnes  |  June 25, 2019

I had a call with a client last week to discuss their storytelling.  The client opened this discussion with a story (something that rarely happens) that illustrated how things work...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »