Articles

Tag: gerry mcgovern

  • 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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  • Fake News, Distrust and Anti-Marketing

    The global trust epidemic has become a pandemic. Historic lows are being reached in people’s distrust of government and business. The system is broken.

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  • How Does Price Affect the 'User' Experience?

    It is silo-based thinking to think that there is a set of user experiences and a set of customer experiences. There is only one set of experiences, and every single interaction with the organization contributes to it. I have always disliked the word ‘user.

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  • Digital Is Making Government Redundant

    Government, like all organizations, claims to exist to serve citizens but in reality is usually more interested in serving itself.  Digital is increasingly exposing government incompetence and how remote from the real life of people so many in government are (particularly at a senior level).

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  • Without Fairness, Societies Will Fail

    Since World War II many societies have had a contract of fairness. Somewhere in the 1980s that contract began to be broken, and we are now paying a heavy price for that break. In the 1960s almost 80 percent of citizens trusted government in the U.S.

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  • Cultural Essentials for Digital Transformation

    The essence of digital transformation is not technological, but rather about culture and attitude.  We must shift from an organization-centric view of the world to a customer-centric one. Here are some of the essential characteristics of a truly customer-centric organization.

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  • Customer Experience Has Become Real Business

    When I started out on this web journey back in the mid-90's, I was a bit idealistic and naive. I actually believed that the web could be a place where people could find and do what they needed to do as quickly and easily as possible.

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