Sign up to save your podcasts
Or
Share Ep. 2: Augie Ray, Gartner, the fundamentals of great CX, tying customer metrics to financial metrics, and doing CX leadership like Amazon
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
Ep. 2: Augie Ray, Gartner, the fundamentals of great CX, tying customer metrics to financial metrics, and doing CX leadership like Amazon
"Bad CX is about what companies want. Mediocre CX is about what companies do. Really great CX is about how the company works."
This is one of my favourite quotes from this week's interview with Augie Ray, VP Analyst of CX at Gartner.
So often, companies approach customer experience with a brand-centric focus. They ask questions like, 'how can this reduce costs?' or 'how can I build an experience that gets people to take notice of me so I can acquire them?'
But this is marketing, not customer experience.
They're important questions, no doubt. But they should be secondary to, 'what is the impact on the customer?'
This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights.
View all episodes
By SentiSum"Bad CX is about what companies want. Mediocre CX is about what companies do. Really great CX is about how the company works."
This is one of my favourite quotes from this week's interview with Augie Ray, VP Analyst of CX at Gartner.
So often, companies approach customer experience with a brand-centric focus. They ask questions like, 'how can this reduce costs?' or 'how can I build an experience that gets people to take notice of me so I can acquire them?'
But this is marketing, not customer experience.
They're important questions, no doubt. But they should be secondary to, 'what is the impact on the customer?'
This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights.