Hank Barnes

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Entries Tagged as 'customer experience'


The Call for Humanism in Technology

by Hank Barnes  |  October 14, 2014  |  Submit a Comment

I just got back from Gartner’s U.S. Symposium in Orlando.  It was a great week, meeting with lots of technology providers of all ages and sizes.   As always, I was impressed with the passion and creativity of many emerging providers. The theme of this year’s conference was Digital Business, and one theme really jumped […]

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Category: Go to Market     Tags: , , , , , ,

The Journey to B2B Technology Purchases – B2B Team Buying Thickens the Plot

by Hank Barnes  |  September 30, 2014  |  Comments Off

As a big believer in the importance of customer experience, I spend a lot of time thinking about how we, as technology marketers and sellers, can make it easier for our customers to make their purchase decisions.   One technique that gets a lot of support, and that I agree with in principle, is mapping […]

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Is Interrupt-Driven Chat Really Helping Your Technology Business?

by Hank Barnes  |  September 16, 2014  |  Comments Off

I openly confess that I hate chat windows on Web sites that pop-up, without me asking for them, to interrupt my browsing experience.  They distract me from what I am viewing and reading, and ask me some inane question  like “Can I help you with something?”    A few weeks ago, this seemed to be […]

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A Path to Success – Giving a Little Extra

by Hank Barnes  |  August 26, 2014  |  Comments Off

I went to college in New Orleans (I’ll save you from many of those stories) and really enjoyed the city and the culture.  One of the ideas I learned there was “lagniappe” — which means “a little something extra.”    The core idea being that when you give someone a little something extra, they appreciate […]

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Great Positioning Requires Giving Something Up – Or Does It?

by Hank Barnes  |  July 22, 2014  |  1 Comment

This week, I was talking with a client about positioning and segmentation.  They have a product that operates in a well established traditional market, but are introducing some very cool and innovative visualization capabilities.   It is yet another example of the consumerization of IT as visual tools that we see in clothing e-commerce sites […]

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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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