Gartner Blog Network

Tag: 'customer-perceptions' Blog Posts

from the Gartner Blog Network

Services Marketeers must become Masters of Misdirection...

by Rob Addy  |  June 4, 2013

Services marketing functions must master the "dark" art of misdirection whilst their services R&D relations manufacture next generation services that are capable of delivering magical customer experiences. Significant service quality...

Read more »

You are standing at the end of a road before a small brick building

by Rob Addy  |  January 4, 2013

Now is not the time for retrospectives. Now is not the time for musings of things yet to come. Now is the time for action. Where do you want to...

Read more »

Comments: 2

Observed behaviors reveal more than solicited opinions

by Rob Addy  |  November 28, 2012

Ask someone a question and they will probably give you an answer. And therein lies the problem. Will it be an open, honest and frank response? Maybe. But then again,...

Read more »

(Not So) Great Expectations

by Rob Addy  |  June 24, 2012

It can be said that user expectation is a primary measure against which support service quality can be determined.  The following equation shows the relationship between user satisfaction, service delivery...

Read more »

The Importance of Being Earnestly Confident...

by Rob Addy  |  June 19, 2012

Seemingly random activity looks desperate and erodes customer trust and faith. The importance of faith should not be underestimated. George Michael sang that he gotta have it. He was right....

Read more »

Never Ever forget to ask "Why?"

by Rob Addy  |  June 15, 2012

Over 14 years ago, All Saints inadvertently outlined the perfect support non-renewal analysis strategy in their UK number 1 hit “Never Ever”. Whilst most support providers rock back and forth...

Read more »

Customer Advocacy is Nice. Product Advocacy is Much Nicer.

by Rob Addy  |  April 18, 2012

Products are lifeless inanimate things. How they are used determines the amount of business value that they deliver. Helping customers to use their products better is essential if they are...

Read more »

Bogus Benchmarking Brings Bedlam!

by Rob Addy  |  March 28, 2012

Benchmarking data is a powerful tool. But it can be misused just as any tool can. Benchmarking data is meaningless unless the comparison is against something very very similar to...

Read more »

Are Extended Support Fees Immoral and Indefensible?

by Rob Addy  |  March 18, 2012

Requiring customers to pay an uplift for extended support is obscene. Or so some would say. Certainly on the face of it, extended support offerings do look less than good...

Read more »

Comments: 3

“To know him is to love him”

by Rob Addy  |  March 6, 2012

Question:  What have Product Support, Dolly Parton, Linda Ronstadt and Emmylou Harris, Amy Winehouse and the Teddy Bears got in common? Answer:  The song that launched Phil Spector's career, “To...

Read more »

Comments: 4