Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

McDonald's Turnaround--A Story Of Customer Experience Success

by Augie Ray  |  January 26, 2016

You may have heard that McDonald's announced strong quarterly results yesterday. The quick-service restaurant chain reported a 5% increase in global same-store sales and the second quarter in a row...

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NRF16: Digital Commerce Highs and Lows

by Kirsten Newbold  |  January 22, 2016

Virtual reality apartments, life-sized Wizard of Oz personalized displays and digitally enabled grocery stores all played into my experience at NRF this week. In just over two days of sessions,...

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It is Time to Eliminate Hand-Offs in B2B Customer Management

by Hank Barnes  |  January 19, 2016

Last week, I wrote about the idea of needing to rethink "When We Win" in B2B tech sales.   If customer success is critical to your business growth, then focusing...

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Three Customer Experience Lessons From Social Media Performance in 2015

by Augie Ray  |  January 12, 2016

In 2011, back when social media hype was at its greatest, I wrote about the "slow-motion social media valuation bubble burst." Since then, year after year, social business and social...

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When Do We Win (in Technology Sales)

by Hank Barnes  |  January 12, 2016

Over the holidays, I had a great conversation with Dave Brock.    It was a far ranging discussion flowing from customer journeys, to bad social selling practices, to situational selling,...

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Great Customer Experience Involves Repaving the Bumps in the Road

by Jennifer Polk  |  December 18, 2015

Great customer experience is like really good highway design. How do you know if you’re driving on a well-designed highway? If you think about it, there are three hallmarks of...

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CX Marriage Counseling for Consumers' & Marketers' Relationship Issues

by Augie Ray  |  December 18, 2015

We have all been in a bad relationship before.  A suitor woos us with the moon and the stars, and soon we are in the swoon of passion. Commitments are...

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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....

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‘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...

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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...

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