Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

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...

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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."...

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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...

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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.  ...

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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...

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Do You Really Know Your Customer?

by Jake Sorofman  |  February 25, 2016

On some level, most every company thinks of themselves as customer centered. But are they really? Cynical as this may sound, customer centricity is often a low-grade form of self-deception,...

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No Excuse For Poor Corporate Reputation And Customer Experience

by Augie Ray  |  February 20, 2016

The Harris Poll released its latest Reputation Quotient® Report, and while it contains the expected data about the importance and business benefits of good reputation, I was struck by the diversity...

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Content Isn't King--Customer Experience Is

by Augie Ray  |  February 13, 2016

Content is not king. It is important--vital, in fact--but it is not king. A new study from TrackMaven demonstrates that while brands continue to pursue greater content production strategies, they...

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Gartner Looks Ahead to Digital Marketing in 2016

by Augie Ray  |  February 11, 2016

Digital marketing continues to evolve rapidly, so at the beginning of each year, Gartner’s analysts dedicated to Marketing Leaders produce primer reports. These documents summarize the current state of key...

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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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