Hank Barnes

A member of the Gartner Blog Network

Entries Tagged as 'customer experience'


Joe Friday Would Have Been A Terrible Salesman

by Hank Barnes  |  June 11, 2013  |  1 Comment

I turn 50 today and am further dating myself with the subject of this post.  On the show Dragnet, Jack Webb played a character called Sgt. Friday, whose catchphrase was “Just the facts, Ma’am” (although, according the Wikipedia, that phrase was never used exactly in the show. While I never actually watched the show, I [...]

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Lessons in Experience from My Favorite Non-Technology, Technology, Company-Sonos

by Hank Barnes  |  May 22, 2013  |  Comments Off

I love music and I am an unabashed fan of Sonos.  I think they could be considered a technology company since their entertainment solution is all about software and the Internet.  But they really know that they are an entertainment company that happens to rely heavily on technology. I started my Sonos “deployment” about a [...]

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Going from “Your Here” to “Their There”

by Hank Barnes  |  May 2, 2013  |  Comments Off

I recently came across a blog post by Mark Goulston and John Ullmen on Harvard Business Review titled, “How to Really Understand Someone Else’s Point of View.”  The story connected so well with me that I went out and bought the book that it promoted, Real Influence: Persuade Without Pushing and Gain Without Giving In. [...]

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Every Interaction Doesn’t Count —the Same

by Hank Barnes  |  April 18, 2013  |  1 Comment

I am as big an advocate for customer experience as anyone, so the first part of the title of this post may have caused you to do a double-take.  But I am starting to get a little frustrated with the hyperbole around interactions. I can’t count the number of times I hear people say things [...]

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Solving the Maze of Marketing and Selling

by Hank Barnes  |  April 11, 2013  |  1 Comment

I have been a fan of Outside-In Thinking for a long time.  In the late ’90s, we used the principles of Outside-In thinking to position the approach of our content management solution in the market.  Our message was that the furor over the growing amount of content was meaningless.  What mattered is managing the content [...]

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Is It Time for In Store Advocates?

by Hank Barnes  |  March 14, 2013  |  Comments Off

A recent article on cnet, talks about BMW’s plan to put “Genius Bar” like services in showrooms.   The article talks about using younger employees armed with iPads whose purpose is to answer questions that customers might have.  The association is a good one as the Apple and BMW brands share some similiarities in terms of [...]

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Looking for Advocacy Program Information

by Hank Barnes  |  February 25, 2013  |  5 Comments

Advocacy and Customer Experience are key components of my research agenda on go-to-market strategies.  Prior to joining Gartner, I shared a blog post (that you can find here) on the CustomerThink community asking if we are under-investing in advocacy, particularly in the technology sector.   I’ve shared a shortened version of that post below as a [...]

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