Gartner and Information - B2B Marketing Zone

8 Data Points about the Importance of Customer Experience

Paul Gillin

AUGUST 30, 2013

I was asked to prepare some background information on the importance of delivering a positive customer experience, and I thought I would share some of the research with you. Gartner estimated last year that by 2014 “ failure to respond via social channels can lead to up to a 15% increase in churn rate for existing customers.”

Churn Rate

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Social Marketing Hangover

Paul Gillin

JANUARY 6, 2011

Gartner famously labeled this blue period the “trough of disillusionment,” which is a perfect term for it. I’ve talked to several companies recently that have information-rich community websites that are going nowhere. Anyone who’s watched technology for a while is familiar with the lifecycle of innovation.

Social Marketing

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Paul Gillin

8 Data Points about the Importance of Customer Experience

Social Marketing Hangover

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