Gartner Blog Network

Tag: 'customer-centricity' Blog Posts

from the Gartner Blog Network

Retail Change Outpacing Digital Business Strategies

by Robert Hetu  |  March 30, 2019

Driven in many markets by consumer optimism, 2018 was a year of progress for retail.  This caused some retailers to feel a bit of a reprieve. This will be short-lived,...

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Retail Scenarios 2025 Require More Than E-commerce

by Robert Hetu  |  March 30, 2019

By 2023, e-commerce will cease to be a differentiator in the retail marketplace Retail can't survive and thrive by e-commerce alone. E-commerce is ceasing to be a stand-alone differentiator in...

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Walmart Drops Savings Catcher, Really?

by Robert Hetu  |  March 18, 2019

Walmart has been getting a lot of credit from me lately for some really smart decisions. Then they do this?  I am trying hard to figure out the motivation behind...

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Amazon Dash Was Marketing Genius

by Robert Hetu  |  March 1, 2019

Amazon announced that it is discontinuing Amazon Dash after four years. Reading a few articles on this today that seem to imply this is some kind of failure. What was...

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When Digital Business Strategies Go Wrong, Go Back To Basics

by Robert Hetu  |  February 27, 2019

Recent visits to three different AMC movie theaters highlighted for me a clear success factor for building a great digital business strategy. Customers must be the primary beneficiaries of digital...

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Want to Create Greater Customer Centricity? Start with Customer Language. (Part 2)

by Augie Ray  |  January 9, 2019

In part one of this blog post, we explored how the language of marketing and business pervades our work lives and discourages the customer centricity our organizations seek. For example, at...

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Want to Create Greater Customer Centricity? Start with Customer Language. (Part 1)

by Augie Ray  |  January 7, 2019

"We want to become a more customer-centric organization." As a customer experience researcher and advisor, I hear that phrase every single week. I suspect you may, too. Achieving this is, of...

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Three Tests to Assess Your Customer Centricity-Beyond Lip Service

by Hank Barnes  |  December 11, 2018

Being customer-centric.  It's a simple idea and one that you'd be hard pressed to find many companies that won't make the claim that they either are, or desire to be,...

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Retail Digital Investments Pay Off

by Robert Hetu  |  November 27, 2018

The improving economy, low unemployment, tax cuts and lower gas prices finally proved that there is not a retail apocalypse. Pent up demand is driving a great start to the...

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Is Technology Winning Retail Customers?

by Robert Hetu  |  November 14, 2018

In a NYC neighborhood becoming synonymous with experimental retail installations, Soho provides a living laboratory for observation of human shopping behavior. During my recent visit, UNIQLO was a clear winner, sporting lines...

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