Gartner Blog Network

Tag: 'loyalty' 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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Breaking up With a Brand You Love is Harder Than it Sounds

by Bryan Yeager  |  November 21, 2018

Until recently, I don’t think I would have considered myself to be emotionally attached to brands. But something happened this summer that changed my perspective: I stopped using a service...

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The Customer Experience Difference: Are Customers Loyal to Your Brand or Your Loyalty Program?

by Augie Ray  |  November 20, 2018

Brands do not (and should not) improve customer experience (CX) simply because it feels right to have happier customers. The reason to invest in CX is to deliver more loyal...

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Comments: 1

Different Brands Have Different Reasons To Improve Customer Experience

by Augie Ray  |  July 20, 2017

You likely hear a lot about customer experience these days.  Business media is full of articles about CX, and the data we collect at Gartner demonstrates that CX metrics are among...

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Comments: 1

Learn From the Rise and Fall of Uber's Customer Experience

by Augie Ray  |  June 21, 2017

[caption id="attachment_541" align="alignright" width="300"] Source: Pexels[/caption] For a private company, we sure know a lot about Uber. We know its meteoric rise to become the most valuable "unicorn" in the...

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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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Comments: 4

Introducing the Buy/Own/Advocate Customer Experience Journey

by Augie Ray  |  August 12, 2016

Even though we all recognize the role of word of mouth (WOM) in building brands and delivering marketing results, customer journey models routinely omit any consideration for the impact of brand...

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Comments: 17

My Free Customer Experience Webinars

by Augie Ray  |  July 14, 2016

I apologize for the bit of self-promotion, but in two weeks I'll be presenting a pair of free webinars on customer experience that may interest you.  The webinars are entitled "Align...

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Comments: 1

Retail Industry Research Focuses on Digital Business Transformation

by Robert Hetu  |  June 29, 2016

CIOs must become trusted advisors to senior management in the digital business transformation journey. They must guide the business on how to deploy a modernized technology foundation to create new...

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Most Marketers Have This Loyalty Thing All Wrong

by Jake Sorofman  |  November 5, 2014

Most loyalty programs are a bit of a misnomer when you consider their actual intent. More often than not, they’re structured to reward a consumer’s transactional loyalty to a business...

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Comments: 6