Mark McDonald

A member of the Gartner Blog Network

Entries Tagged 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: , ,

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: , , , ,

Segmented service requires more than classifying the customer experience.

by Mark P. McDonald  |  June 6, 2012  |  Submit a Comment

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: ,

First Impressions of the Third Generation iPad

by Mark P. McDonald  |  March 16, 2012  |  4 Comments

This morning the UPS driver delivered the latest iPad to my house and a few things are immediately obvious. The third generation iPad continues to build on its role as a media syringe. The retina display is truly stunning.  You notice how bright the screen is out of the box and the sharpness of the [...]

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Category: Fun Personal Observation Technology     Tags: , , , , ,

Anticipation as experience, awaiting the iPad3

by Mark P. McDonald  |  March 15, 2012  |  1 Comment

Traditional notions of the customer experience revolve around the customer interface and ‘after the failure’ service.   But the customer experience is much broader than just the web site, product content and which throat you choke when something goes wrong.  An effective and expansive customer experience is one that taps into all the sources of value [...]

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Category: Customer Experience marketing Strategy     Tags: , , , ,

Customer experience extends beyond quality of service and usability

by Mark P. McDonald  |  February 28, 2012  |  3 Comments

The customer experience is one of the areas where technology is becoming more important than IT.  TECHNOLOGY > IT. Traditionally the customer experience as been viewed as an issue of the quality of service customers receive and how an organization handles service failures and gaps.  That description, while true, reflects an operational view of customer [...]

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Category: Amplifying the Enterprise Applications Innovation     Tags: , , ,