Amazing Business Radio: Augie Ray

The Bottom Line of Customer Experience
Creating a Customer Experience that Results in Financial Gain
Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike.
The Interview with Augie Ray:
The emergence of new technology and the rise of social media have changed the way customers interact with brands, giving them more channels of communication than ever before. Brands need to pay attention to the entire customer experience across all channels to stay relevant and successful.
Simply acquiring new customers isn’t enough, especially if you experience high customer churn. Create an experience that focuses on retaining customers and building loyalty—and that experience is the result of not just what we say, but what we do.
There are two different definitions of customer experience, and they are two sides of the same coin.
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