Augie Ray

Today I had a chat with Augie Ray, an individual of many talents and accomplishments as a producer. He was instrumental in The Voncast Show- and let me record in Hype Studios LA. That’s only the tip of the iceberg. I learned in this conversation he also runs marathons, is a painter a father and husband. We talked about going to college, carving out our own path unorthodox path, discipline, mindset, how to handle setbacks and more. This is was an inspiring talk with Augie. Be sure to check it out! Book your next session at Hype Studios LA
https://www.hypestudiosla.com/bookAugie Ray IG:https://www.instagram.com/iamaugieray/

Augie Ray is a ray of light. I mean it. He’s super smart, insightful but moreover the word I would use to describe him is “clarity” – clarity of thought and the honest articulation thereof.We'll discuss the dangers and risk of unfounded optimism (a counter argument perhaps to a show that’s all about hope, positivity and optimism?) Oh and of course, there’s the Customer Experience angle, which is kind of how I even know Augie! Learn more about your ad choices. Visit megaphone.fm/adchoices

"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.

If You're a CEO and you're looking for the knowledge and the expertise to be a great CEO, here is one of the most important thing to care about when you are going to become a great CEO, i'm talking about "Customer Experience", but: What is Customer Experience? How does it make me a better CEO? How could i use it at work? On this How to CEO Show, i'm going to be talking with Augie Ray, VP of Customer Experience, helping large orgs design, execute and measure CX programs that drive business results. He will be showing us All the thing that a CEO need to Know about Customer Experience. So, If you're going to become an amazing CEO and you're looking to get involve with everything about Customer Experience, dont miss this How to CEO Show Episode.--- Support this podcast: https://anchor.fm/murray-newlands7/support

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. From the customer’s perspective, CX is their accumulated experiences and perceptions about a brand through every interaction, both direct and indirect. From a managerial perspective, CX is the discipline of understanding and reacting to customer interactions with the goal of meeting and exceeding expectations, creating loyalty and building advocacy. As customer expectations rise, budgets for customer experience need to rise as well. Data shows there is a positive relationship between customer satisfaction and financial gains for businesses. Prioritizing the customer experience benefits the top and bottom lines. Both segments and personas are marketing tools that allow companies to group individuals together in a meaningful way. Segments demonstrate how customers are meaningful to a company, whereas personas flip the perspective and examine how a brand can be meaningful to customers. To access the research that Augie quotes, listeners are invited to connect with him on LinkedIn and to subscribe to Gartner’s newsletter, “Smarter with Gartner.” Quotes:“We are not what we say we are. We are the experience we provide to customers and what they say we are.”“When it comes to the customer experience, we have to look not just at what we say, but at what we do.”“When you succeed for the customer, you succeed for the brand as well.”About:Augie Ray is a Vice President Analyst at Gartner, a research and advisory firm. He covers customer experience for marketing and CX leaders and helps them launch and manage successful CX programs.Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Why don’t more companies understand if they get the “right” things “right” with customer experience success will come? Making money is not the goal but it’s the result when the company keeps the customer in mind. All companies today are in a foot race. Unless the company is obsessively trying to make the customer happy, the company risks losing. My latest podcast guest is Augie Ray, Director of VOC Customer Experience Action for a Fortune 100 financial services company. Augie writes frequently about customer experience. He recently wrote a post (that we discuss in this podcast) about how too many companies treat customer experience as a program and not a purpose--something to be assigned to a couple of employees while the rest of the company goes about its business improving efficiency, acquisition and margins. Augie--citing Forrester--says only 25% of CX professionals say their companies’ customer experience programs actually improve customer experience. He also shares a study indicating that 81% of organizations have seen their Customer Experience Management (CXM) initiatives fail in the last three years. Augie Ray doesn’t believe everyone in the company is a marketer, nor are they a salesperson. But he does believe everyone in the company should be focused on customer experience. Companies like Uber and Nest understand the power of customer experience and are reaping the benefits. In this podcast not only do we talk about customer experience case studies, we also take a deep dive into a discussion of ROI. Leaders often want to know of the ROI of a customer experience program. But what is the ROI of doing nothing? Even if you do nothing for the customer experience it will still cost you. There is an impact to not fixing what is broken about your customer experience. Examples of the negative ROI of doing nothing include loss of market share, the cost of ceasing to innovate, and the risk of not differentiating yourself from the competition. Short-sighted management and quarterly demands of "the street" are getting in the way of a clear vision--and hurting customer experience. In this podcast we talk about social customer care, why most companies are still struggling with call volume (and make it the customer's problem) and other major customer service fails.

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