Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

The Customer Experience Expectation Gap

by Jay Wilson  |  May 15, 2016

Last Monday afternoon, as I rode to JFK Airport en route to a conference, I realized that I’d left my travel credit card on my dresser.  My gut instinct was to...

Read more »

The Best Innovation In Social Media Is A Return To Basics

by Augie Ray  |  May 14, 2016

Innovation has become a way of life in marketing, particularly in social media, as marketers jump from one strategy (fan accumulation) to another (SoLoMo) to another (six-second videos) to another...

Read more »

The Way of the Patient Marketer: From Promotional to Experience Marketing

by Jake Sorofman  |  May 13, 2016

I’ve been giving a lot of thought to how automation can go wrong when put in the hands of the impatient marketer. Last week, I wrote about the unintended consequences...

Read more »

Customer Journeys Are Discovered, Not Created

by Jake Sorofman  |  May 5, 2016

Customer journey maps have become a key asset in every marketer’s arsenal, but I’m here to tell you that, from a customer experience perspective, most of these maps are directions...

Read more »

Key Factors in Technology Purchase Decisions - Insights from Peer Insights

by Hank Barnes  |  May 3, 2016

Last year, Gartner introduced Peer Insights, a moderated user review site that enables buyers to provide detailed assessments of the technology products they have purchased.  The moderation aspect is all...

Read more »

The Broken Customer Experience of Media and Publishing

by Augie Ray  |  April 25, 2016

Publishers have traditionally focused on the quality of their content rather than their customer experience, but trends in technology and consumer behavior are changing that. Two recent occurrences made me...

Read more »

What Is Customer Experience? Getting Beyond the Hype

by Annamaria Virzi  |  April 22, 2016

What constitutes "customer experience" if it's subject to different interpretations like a Rorschach inkblot test? Or as a colleague pointed out: "If customer experience is everything, it risks being nothing."...

Read more »

What Loyalty Means to Customer Experience

by Augie Ray  |  April 9, 2016

Actions speak louder than words, but actions are easy to misinterpret, and marketers who misunderstand the actions of customers can damage their brands' business and marketing results. Today, many marketers are...

Read more »

Beyond the Buying Cycle

by Hank Barnes  |  March 29, 2016

When I first joined Gartner, one of my first research efforts was focused on trying to define a graphical model that captured how B2B enterprises were approaching buying decisions.  ...

Read more »

In Customer Experience, Intent Speaks Louder Than Content

by Augie Ray  |  March 26, 2016

There is nothing quite like traveling to make clear the difference between customer experience content and intent--content is the things we say and intent is the reasons for what we...

Read more »