Articles

Tag: gerry mcgovern

  • Dashboards and Other Meaningless Forms of Navigation

    Dashboards and Other Meaningless Forms of Navigation

    I use Optimal Workshop quite a bit. It’s an excellent service for testing navigation, among other things, and I would definitely recommend it. Recently, I needed to duplicate a study. I had done this once before so I knew it could be done.

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  • The Sad Story of a Lonely Piece of Content

    The Sad Story of a Lonely Piece of Content

    “Just because I’m a link, they don’t think of me as content,” said Product Features. “It’s discrimination.” “Yes, it’s total discrimination,” said Pricing. “Here I am in the navigation. If I was in the middle of a sentence, I’d be content, but because I’m in the Navigation, I’m not content.

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  • We Need Genuine Customer Experience Metrics

    We Need Genuine Customer Experience Metrics

    Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives. The wrong metrics, the wrong behavior. The right metrics, the right behavior.

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  • The Need for Diversity and Collaboration in Coding and Design

    The Need for Diversity and Collaboration in Coding and Design

    I saw my first intranet in 1997. It was not a pretty sight.  I will never forget its “Feedback” icon. It was in the shape of a letterbox, from which suddenly a grabbing hand burst forth.

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  • Men Are Emotional, Women Are Rational

    Men Are Emotional, Women Are Rational

    When confronted by data, our gut instincts, received wisdom, common sense and stereotypes are often proven to be wrong. We need to be able to change our opinion based on evidence. I was brought up to believe that women are more emotional and less rational than men.

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  • The Caring Economy: Careers of the Present and Future

    The Caring Economy: Careers of the Present and Future

    Today, and tomorrow, it pays to care. “Let’s face it, many of the products made today are becoming commodities with the same basic components and performance levels.

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  • Young People Are Skeptical, Connected and Happy

    Young People Are Skeptical, Connected and Happy

    Viacom surveyed 28,600 young people in 30 major countries. Nine percent trust religious leaders, down from 42 percent in 2012, when the survey was last carried out. Two percent trust politicians, down from 27 percent in 2012. Yes, 2 percent, an astonishing 2 percent.

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  • The New Zealand All Blacks Are the Ultimate Committee

    The New Zealand All Blacks Are the Ultimate Committee

    Since 1905, the New Zealand All Blacks rugby team have won an extraordinary 77 percent of all the games they’ve played.

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  • Reward Outcomes, Not Inputs

    Reward Outcomes, Not Inputs

    Traditional pre-digital organizations reward production and a focus on hierarchy. Digital organizations reward consumption, and a focus on the customer and the network.  Why? Because digital is a bridge between production and consumption. So much consumption occurs digitally today. Big data is consumption data.

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  • The Customer-Centric Universe

    The Customer-Centric Universe

    The web has helped usher in a shift from an organization-centric universe to a customer-centric one. That’s the single biggest lesson I have learned in more than 20 years of consulting and writing about the web.

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  • Evidence, Not Ego, Must Drive Digital Transformation

    Evidence, Not Ego, Must Drive Digital Transformation

    On a hot and dusty day in Afghanistan, a group of men sat admiring patterns.  “Don’t like that one,” said the defense minister. Those around him nodded in agreement. “Don’t like that one, nor that one, nor that one either.”  The defense minister was hard to please.

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  • When to Hide and Show Navigation

    When to Hide and Show Navigation

    Hide navigation when it is disruptive to the journey the customer is on. Show navigation when it is supportive to the journey the customer is on. The hamburger menu has become notorious as an ill-advised and poorly implemented form of navigation.

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  • It Pays to Pay Attention to Current Customers

    It Pays to Pay Attention to Current Customers

    Time spent (minutes per month) on websites was down across all industries in the US in 2016, according to an Adobe report.  “Despite time spent being down, visit rates are up 4 percent year-over-year (YoY) across all industries,” Giselle Abramovich, senior and strategic editor at Adobe's CMO wrote. This

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  • Customer Service Is the New Customer Acquisition

    Customer Service Is the New Customer Acquisition

    LONDON — Traditionally, brands have controlled the narrative between themselves and their customers, mainly because they had near-exclusive access to the required technology. But with the introduction of social media, customers gained a voice in the narrative and the balance of power shifted in their favor.

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