Gerry McGovern

Understanding social top tasks: what Cisco learnt

June 18, 2018 | Gerry McGovern
Gerry McGovern shares the story of an exercise he did with Cisco on why people used their social media pages across a number of platforms… read more...
Trust in digitisation

Collapse of trust and digital transformation

November 15, 2016 | Gerry McGovern
Globally we are facing a collapse of trust – and it is being driven by digitisation, writes Gerry McGovern… read more...
Ashley Madison

Ashley Madison and the power of traditional marketing

August 31, 2015 | Gerry McGovern
Ashley Madison had a ‘lack of women’ problem long before it had a stolen data problem. It solved its ‘woman’ problem by using traditional marketing techniques… read more...
dept of the customer

Urgently required: a department of the customer

July 7, 2015 | Gerry McGovern
Focused on sales and marketing, most companies don’t advocate for their customers, argues customer experience expert Gerry McGovern. He makes the case for a department of the customer… read more...
Electrical revolution

Things we can still learn from the electrical revolution

April 7, 2015 | Gerry McGovern
Gerry McGovern invites you to reimagine your business in the digital age by taking a walk down memory lane… read more...
customer convenience

Why customer convenience trumps experience

December 3, 2014 | Gerry McGovern
Usability expert Gerry McGovern says we should focus our online efforts on customer convenience and effort, not experience or satisfaction… read more...
Interruptions at work

Busy people need help, not interruptions

November 20, 2014 | Gerry McGovern
Getting attention is getting harder. The web is a place where busy people do things. Help them, don’t disrupt them, says expert Gerry McGovern… read more...
Self-service design

Why content is both the solution & problem in self-service design

September 16, 2014 | Gerry McGovern
Quality content plays a critical role in self-service design. Often a small change in a link, heading or sentence, can lead to dramatically higher task completion says subject matter expert Gerry McGovern… read more...

Getting rid of website bloat

April 11, 2014 | Gerry McGovern
Customer engagement specialist Gerry McGovern explains why the traditional distributed model of website management was a failure and what you should do instead… read more...

People think ‘products’ when trying to solve problems online

February 25, 2014 | Gerry McGovern
Many customers think first about the product they have; even when they are looking for support for that product. Organisations can use this to their advantage when designing user-friendly websites, says Gerry McGovern… read more...

What content farms teach us about content

January 16, 2014 | Gerry McGovern
Gerry McGovern says that on the web, content is the enabler… read more...

Why do organisations hate their content management system?

August 9, 2013 | Gerry McGovern
There seems to be a major disconnect between those who purchase a content management system (CMS) and those who actually have to use it, says Gerry McGovern. read more...

Convenience trumps security

June 25, 2013 | Gerry McGovern
Encryption that is very hard to crack by the NSA (the US spy agency) has existed for years. But it’s not easy to use so hardly anyone does. We trade convenience for security says Gerry McGovern… read more...
Algorithms vs people

Quality search requires quality people not just algorithms

March 28, 2013 | Gerry McGovern
On its own, search technology will not help us find the right things quickly. We need human expertise and human management… read more...

Management practice lags behind tech innovation

March 18, 2013 | Gerry McGovern
In many organisations management practice is about 20 years behind the web. Gerry McGovern discusses what this really means… read more...

The perils of search engine optimisation

September 11, 2012 | Gerry McGovern
Search engine optimization (SEO) tactics often make it harder for customers to do what they need to do, says Gerry McGovern… read more...
iPhone used in bed

You don’t need a mobile strategy

March 13, 2012 | Gerry McGovern
Mobile is a platform. It is a tactic, not a strategy. What you need is a strategy for the connected customer. Gerry McGovern explains… read more...

What we can learn from Yahoo!

September 22, 2011 | Gerry McGovern
Yahoo is an extremely popular website, yet its stock has performed really badly. Why? Because it sells stuff (banner ads) people don’t want to buy… read more...
The web is critical

The web is critical. The web team is not.

July 12, 2011 | Gerry McGovern
Most organisations consider their website to be critical, yet web teams rarely have respect, power or resources. Here’s how to change that… read more...
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