Mark McDonald

A member of the Gartner Blog Network

Entries Categorized as 'Customer Experience'


Who do you want your customers to become? — A book review

by Mark P. McDonald  |  February 1, 2013  |  2 Comments

The best book on customer experience, hands down, simple, powerful and provocative Who do you want your customers to become is one of those rare books that bridges the gap between current practice and future innovation. Michael Schrage has taken a provocative and penetrating look at the changing nature of customers, their experiences, technologies and [...]

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Category: Book Review Customer Experience     Tags: ,

Digital Edge In Marketing: The Customer Experience in ‘real time’

by Mark P. McDonald  |  January 28, 2013  |  8 Comments

Automation, communication and brut force describe IT’s relationship with Marketing.  Pre-digital information technologies such as CRM, eCommerce Sites, eMail marketing provided new technology tools to perform old marketing tasks. Sure, marketers sought out a 1:1 relationship by substituting  traditional coupons for eCoupons,  website URL’s for QPC codes and working recommendations into shopping carts and checkout [...]

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Category: Customer Experience Digital Edge Digitalization Innovation marketing Technology     Tags: , , ,

Book Review: Who do you want your customers to become?

by Mark P. McDonald  |  December 10, 2012  |  1 Comment

Simple – Powerful – Provocative, simply the best book on customer experience in 2012! Who do you want your customers to become? is one of those rare books that bridges the gap between current practice and future innovation.  Michael Schrage has taken a provocative and penetrating look at the changing nature of customers, their experiences, [...]

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Category: Book Review Customer Experience Digitalization     Tags: , ,

Welcome to the 2012 Gartner Symposium ITXPO: Orlando

by Mark P. McDonald  |  October 21, 2012  |  3 Comments

It’s October.  It’s Orlando.  It must be time for Gartner Symposium.  This year’s event represents a pivotal time for CIOs and IT particularly as the world makes the transition between a focus on IT and a broader focus on Technology.   The Nexus of forces (Cloud, Mobile, Social and Information) is a focus of the event, [...]

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Category: 2013 Amplifying the Enterprise CIO Customer Experience Digitalization Lean Thinking Management Small IT Strategic planning Technology     Tags: , , , , , , , , ,

Smearing the lines between B2B and B2C

by Mark P. McDonald  |  September 26, 2012  |  1 Comment

The differences between a Business-to-Business (B2B) and Business to Consumer (B2C) business are fading as digital technology; consumerism and competition redefine expectations and the customer experience.  Everyone wants to be treated like a customer in terms of service level, information transparency, and easy to use commercial interfaces.  This is one of the aspects of consumerism [...]

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Category: Customer Experience Digitalization     Tags: , , , ,

Outside In: The Power of Putting Customers at the Center of Your Business — A book review

by Mark P. McDonald  |  September 24, 2012  |  1 Comment

Outside In: The Power of Putting Customers at the Center of Your Business  is a solid book on the increasingly important subject of the customer experience.  Harley Manning and Kerry Bodine provide a comprehensive view of all of the major aspects related to the importance, design and creation of compelling customer experiences.  Overall this book advances [...]

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Category: Book Review Customer Experience     Tags: ,

Beyond Social Media Marketing, Part 2

by Mark P. McDonald  |  September 13, 2012  |  5 Comments

A prior post on this blog sought to make the case that its time to think about social media marketing beyond ideas of generating attention or likes.  This posts introduces a framework for thinking about social media marketing in the broader context of the customer experience. Seeing the potential of social media technology beyond marketing [...]

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Category: Customer Experience marketing Social Media Social Organization     Tags: , , , , ,

Beyond social media marketing, Part 1

by Mark P. McDonald  |  September 10, 2012  |  5 Comments

Social media and marketing gets all the attention.  Ask business leaders about social media and often they will speak about its use at a technology for customer communications, marketing and sales. Early posts on this blog discussed the need for social media technology to go beyond marketing applications.  Extending the use of social media technology [...]

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Category: Customer Experience marketing Social Media Social Organization     Tags: , , , ,

In Praise of State and Local Government

by Mark P. McDonald  |  June 8, 2012  |  2 Comments

Governments take it on the chin for various reasons, bloated budgets, poor service, mistakes, etc.  Recognizing good service is important to act, as a counterweight to the bad things the media would lead you to believe. This week I renewed my Driver’s License, new piece of plastic with a new picture, etc.  I visited the [...]

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Category: Business Process Customer Experience Personal Observation     Tags: , ,

Segmented service requires more than classifying the customer experience.

by Mark P. McDonald  |  June 6, 2012  |  Comments Off

A differentiated customer experience is central to the competitive strategies of many companies.  Differentiating the customer experience feels right.  It seems a natural outgrowth of marketing segmentation and the innate desire for people to be treated as individuals and accorded specialized status.  Technologies like analytics can help identify who these differentiated customers should be, but [...]

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Category: Applications Business Process Customer Experience marketing     Tags: ,