Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

Great Customer Experience Doesn’t Happen by Accident

by Jake Sorofman  |  November 18, 2015

There’s nothing new about the idea of customer experience. In fact, at heart, it’s an idea that’s as ancient as trade itself. Wherever business is done, a customer experience accrues....

Read more »

‘Twas the Month before Christmas…

by Jennifer Polk  |  November 13, 2015

There are 41 days left until Christmas and the only people more excited than kids are marketers who’ve been busy planning campaigns aimed at driving clicks and conversion. From retail-specific...

Read more »

What We Talk About When We Talk About Customer Experience

by Jake Sorofman  |  November 4, 2015

What is customer experience? A better question: what isn’t? Customer experience is, roughly speaking, the sum of every branded interaction, pre- and post-sales. It’s this universality that makes customer experience...

Read more »

The Enemy of a Flawed Business is Great Marketing

by Jennifer Polk  |  October 30, 2015

Most marketers are looking for tips and tricks to make their marketing programs great. But what happens if your marketing is great and your business is only…good? A good business...

Read more »

Shifting Sands Of Marketing: Gartner 2015-2016 CMO Spend Survey

by Simon Yates  |  October 22, 2015

For Marketers, the times -- as the Bob Dylan song goes -- are a-changin'. Our latest Gartner 2015-2016 CMO Spend Survey reveals some interesting insights into the mindset of today's marketing...

Read more »

Buyers are More Prepared - Are You?

by Hank Barnes  |  October 6, 2015

There are two important facts that every B2B technology sales and marketing organization needs to embrace: Buyer preparedness - Whether you subscribe the some of the numbers on "percent of buying...

Read more »

In Customer Experience, “Last Best” Shapes Expectations

by Jake Sorofman  |  September 3, 2015

It used to be the case that customer experience expectations were set by your customers’ next best alternative—by the experience promised by whatever competitive offerings lie in wait. But, today,...

Read more »

Seven Habits of Exceptional Customer Experience Leaders

by Jake Sorofman  |  August 21, 2015

Customer experience is really important. We all got that memo. But how do you drive company-wide improvements for something that’s, let’s be honest, almost laughably broad in mandate? First, you...

Read more »

In Customer Experience, Consistency is the New Delight

by Jake Sorofman  |  July 30, 2015

We’ve all heard the stories about brands that go to extraordinary lengths to delight a customer. The home visit bearing gifts. The call from the CEO. The impromptu tropical vacation...

Read more »

Use Four Senses in Your Customer Experience Strategy

by Jake Sorofman  |  July 21, 2015

I had a great conversation the other day with a customer experience leader at a large global organization who, I must admit, sounded perhaps just a bit whipsawed by customer...

Read more »