Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

What Matters Least to Line-of-Business Buyers

by Hank Barnes  |  December 10, 2019

A few weeks ago, I shared some data in a post on a different take on differentiation.  That data reflected the most important criteria for evaluating technology providers for line-of-business...

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Would You Copy-and-Paste your Competitor's Website? Then Why Copy-and-Paste Their Strategy, Features, and Metrics?

by Jane Anne  |  December 2, 2019

[caption id="attachment_155" align="alignnone" width="150"] "Copy that" is not a good strategy when building your website.[/caption]   Last year at our Digital Marketing Conference, I delivered a presentation on where and...

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In order to succeed in the next decade, do companies need to have a purpose?

by Olive Huang  |  November 20, 2019

Back in 2013 I came to Dreamforce and wrote a blog "My Dreamforce as a Fish Market Theory". Then for the past six years I didn't come back to this...

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The Everything Customer Expects Multiexperience, Not Omnichannel

by Jason Wong  |  October 23, 2019

In March of 2018 I wrote a blog that multiexperience development has arrived. Since then, several analysts have published research reports to expand on what "multiexperience" means to various technologies...

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Is the Customer the Subject or the Object of Your Customer Experience Efforts?

by Augie Ray  |  October 21, 2019

I often see customer experience (CX) programs that connect point A directly to point B, equating the actions the brand does to the value it derives from those actions. A...

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My Hotel Light Switch and the Three Easy Questions to Ask About Customer-Centric Innovation

by Augie Ray  |  October 7, 2019

I checked into a hotel late last night after a long evening of travel. When it came time to go to bed, I was unable to locate the switch for...

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Measuring Loyalty: Attitude versus Behavior

by Augie Ray  |  August 4, 2019

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal...

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The Absence of Context

by Hank Barnes  |  July 16, 2019

Context is critical--to pretty much everything.  But too often, context is either assumed or not established.  Examples of this can be seen daily: Blog posts touting essential customer experience strategies...

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Omnichannel Customer Experience Is More About Your Organization Than About Your Technology

by Augie Ray  |  July 10, 2019

There is a lot of focus today on omnichannel marketing and engagement, but brands would be well advised to focus first on omnichannel service. Getting omnichannel service right is not...

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ROI Requires Knowing Who and What You Should Invest In

by Jane Anne  |  July 10, 2019

With all due respect to the movie Field of Dreams, the days of "build it and they will come" – whether "it" is a product, service or experience, have passed....

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