Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

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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Breaking up With a Brand You Love is Harder Than it Sounds

by Bryan Yeager  |  November 21, 2018

Until recently, I don’t think I would have considered myself to be emotionally attached to brands. But something happened this summer that changed my perspective: I stopped using a service...

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The Customer Experience Difference: Are Customers Loyal to Your Brand or Your Loyalty Program?

by Augie Ray  |  November 20, 2018

Brands do not (and should not) improve customer experience (CX) simply because it feels right to have happier customers. The reason to invest in CX is to deliver more loyal...

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Is Digital Transformation in CRM Sales Tech a Thing?

by Tad Travis  |  October 30, 2018

Last week I wrote about my top take-way from the US Gartner Symposium event.  My talks with CRM leaders revealed a persistent interest in technologies and processes that will help...

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Digital Transformation: No Pain, No Gain

by Augie Ray  |  October 5, 2018

Is there any business catchphrase more ubiquitous nowadays than "digital transformation"? Everyone craves the agility, innovation, relevance,  engagement, reputation, loyalty, and brand advocacy that digital transformation promises. But how many are willing...

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Buyer Readiness Does Not Mean Buyer Knowledge

by Hank Barnes  |  September 25, 2018

We've talked about buyer readiness at Gartner for a long time.  Our feeling is that there are 4 stages of readiness (buying, shopping, aware, unaware) that you may encounter when...

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Purchase Regret - The Bane of Land and Expand Strategies

by Hank Barnes  |  September 4, 2018

The (expanded) Gartner team has spent many years understanding the buying process in B2B environments.   Personally, I've focused heavily on B2B tech buying (and really the whole customer life cycle). ...

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No Limits Branding in Austin

by Jay Wilson  |  August 8, 2018

I was leaving Austin, Texas last month, and stopped in the Austin City Limits store at the airport before heading to my flight back to New York.  The shop has...

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Effortless Experience Is A Tool In Your Customer Experience (CX) Toolkit, Not A Goal

by Augie Ray  |  August 1, 2018

The business world loves easy answers, but the secret to success is often shrouded in nuance. Take the current trend in customer experience (CX): Effortless and frictionless experiences. In a...

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Things I'd Like to See Go Away - CX Washing

by Hank Barnes  |  July 24, 2018

It has been a little while since my last post in this series, but a diginomica "discussion extract" article from a discussion between Jon Reed and Esteban Kolsky triggered another...

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