Articles

Tag: gerry mcgovern

  • Customer Obsession Defines Amazon and Digital

    Customer Obsession Defines Amazon and Digital

    To stay relevant in the digital landscape, organizations must develop an obsessive customer focus. In the US, more stores are likely to close in 2017 than during the height of the great recession in 2008. Those retailers who have committed to digital are not finding it easy either.

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  • High Traffic Does Not Equal Good Customer Experience

    High Traffic Does Not Equal Good Customer Experience

    Just because a webpage is popular doesn’t mean that it’s useful. In fact, it could be getting in the way of a more useful page.

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  • Who's the Center of the Digital CX Universe: You or Your Customer?

    Who's the Center of the Digital CX Universe: You or Your Customer?

    Gerry McGovern has a simple message for customer experience professionals out there: Stop thinking. It’s ruining your business. Despite having access to incredible data mining capabilities and customer targeting tools, most companies are still making customer-facing decisions based on presumptions and internal data.

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  • What the Pepsi Ad Tells Us About Millennials

    What the Pepsi Ad Tells Us About Millennials

    The plot for the Kendall Jenner ad was the standard industry fare that has been peddled for 50 or more years. What was surprising was the reaction to it. Pepsi makes a product that, when drunk in sufficient quantities, makes you more likely to become obese and diabetic.

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  • Employees Are Looking for Experiences Too

    Employees Are Looking for Experiences Too

    Young, talented employees are challenging traditional organizational structures and cultures as never before. The Industrial Age was about producing and owning stuff. The Digital Age is about shaping and using stuff.

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  • Wasting Time Is the Worst Customer Experience

    Wasting Time Is the Worst Customer Experience

    Reducing the amount of time a customer has to spend is one of the best ways to improve the customer experience. The essence of digital is speed. Customers are obsessed with saving time. Those organizations who save customers' time are like digital magnets.

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  • Bridging the Great Organization-Customer Divide

    Bridging the Great Organization-Customer Divide

    Organizations obsessed with cost reductions are like gardeners obsessed with weeding. They weed and weed and weed until everything becomes a weed and the garden is bare. Current customers and employees are seen as costs by most organizations.

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  • The Surreal, Crazy World of Branding

    The Surreal, Crazy World of Branding

    After a long time spent working with various kinds of organizations, I have consistently found the branding department to be the craziest, most surreal and most disconnected from anything remotely approaching reality.

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  • Information Architecture: Still Vital to Digital Design

    Information Architecture: Still Vital to Digital Design

    Over the years, the most neglected, and yet most essential, area of digital design has been information architecture. Recently, a set of presentations for website designs were made to senior management at a large organization. One presentation was based on data.

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  • The Wild West Days of Search Are Over

    The Wild West days of the web are coming to an end as people settle down and select their favorite websites as the starting points for an increasing number of their tasks.

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  • Trust Is Shifting to the Network

    Our trust in institutions and the establishment is in severe decline. At the same time, we are getting into cars with strangers and letting strangers sleep in our houses. We are increasingly deciding who to trust based on what the network of our peers says.

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  • Complexity Demands Collaboration

    In a world of increasing complexity, unpredictability and sheer randomness, the idea that traditional, hierarchy-based leaders can lead us to a better future is both naïve and dangerous. Nobody’s in control. Nobody knows what the future will bring. Things have become just too complicated.

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  • Digital Organization Customer Disconnect

    The Great Wall of Digital is being built between organizations and customers. Before the web, the average person could visit a dealer nine times before buying a car. Now, it’s down to an average of 1.3 times.

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  • Collaborating Beyond Our Comfort Zones

    Cooperation and collaboration are how societies have been built. Our history books — like Hollywood films — mythologize the heroic leader, but it is the humble collective upon which civilizations have laid their foundations.

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