Gartner Blog Network

Tag: 'customer-service' Blog Posts

from the Gartner Blog Network

Social Media Metrics: 101

by Jenny Sussin  |  October 7, 2014

A wise woman once told me never to mistake activity for achievement and while I heard her, I never really understood her before I came to work for Gartner.  ...

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All I Want for Christmas is a Better Shopping Experience

by Jennifer Polk  |  October 3, 2014

You may think it’s too early to start talking about Christmas, but retailers began planning for the holiday shopping season months ago. This got me thinking about my own Christmas...

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Comments: 1

Do we Serve the Customer or Serve the Process?

by Tad Travis  |  August 21, 2014

At the risk of sounding like every other commentator who attempts to turn a marginal personal experience into a larger lesson about business practices, here I go.... My doctor's office won't conduct...

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Comments: 1

Australian Farmers Praying for Rain, and in Need of a Better Weather App

by Olive Huang  |  February 16, 2014

This winter (summer in Australia) the earth got a little bit crazy. Snow storms in the U.S., Flood in UK and where I live, a rural town 400 KM north...

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Losing Your Wallet as The Ultimate Test of Customer Service

by Olive Huang  |  January 26, 2014

Just shortly before Christmas I was on my way back from a Microsoft Dynamics Asia Event, I lost my wallet. It was absolutely the worst nightmare a traveler could have......

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Comments: 6

Trust Erosion - Destroying a Business Through Stupidity

by Hank Barnes  |  November 12, 2013

This post is a bit of a personal rant, but I think (and hope) the stories will be a strong reminder for any business. I am a big hockey fan...

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Comments: 6

The Twitter DM Change and Its Impact on Social Customer Engagement

by Jenny Sussin  |  October 18, 2013

There have been a lot of news articles and a lot of blog posts about Twitter's change to it's direct messaging rules - gist is, you can set your Twitter...

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Comments: 1

A Run in Burger King's Pantyhose

by Jenny Sussin  |  February 20, 2013

This morning I was talking to my colleague Gene Alvarez about embarrassing things that have happened in work environments. Stains on shirts, mismatching socks and as I explained to Gene,...

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Comments: 2

A Post from My Colleague Bill Gassman: Three Marketing Lessons from Hurricane Sandy #HurricaneSandy #Sandy

by Roberta J. Witty  |  October 31, 2012

Three Marketing Lessons from Hurricane Sandy by Bill Gassman  |  October 30, 2012  |  Submit a Comment In late October, Hurricane Sandy hit New Jersey and impacted millions.  It was not a surprise.  The weather...

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Comments: 2

(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...

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