Other Articles by Gerry McGovern

Trust in digitisation

Collapse of trust and digital transformation

opinion-article |November 15, 2016 | Gerry McGovern
Globally we are facing a collapse of trust – and it is being driven by digitisation, writes Gerry McGovern…

Ashley Madison

Ashley Madison and the power of traditional marketing

opinion-article |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

dept of the customer

Urgently required: a department of the customer

opinion-article |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…

Electrical revolution

Things we can still learn from the electrical revolution

opinion-article |April 7, 2015 | Gerry McGovern
Gerry McGovern invites you to reimagine your business in the digital age by taking a walk down memory lane…

customer convenience

Why customer convenience trumps experience

opinion-article |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...

Interruptions at work

Busy people need help, not interruptions

opinion-article |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...

IMG117677

Getting rid of website bloat

opinion-article |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...

customers

People think ‘products’ when trying to solve problems online

opinion-article |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...

Farm

What content farms teach us about content

opinion-article |January 16, 2014 | Gerry McGovern
Gerry McGovern says that on the web, content is the enabler...

NSA

Convenience trumps security

opinion-article |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...


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