Articles
Tag: gerry mcgovern
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Mental Strain of Delivering Excellent Service
Empathy should never trump evidence. We need much more logical, evidence-based thinking.
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As the Web Matures, Search Behavior Changes
On websites with great navigation and information architecture, the top tasks are easy to find through the navigation, and thus tend to be searched for less.
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Top Tasks Shortlisting
Top tasks are what people want to achieve on your digital properties. Shortlisting — turning a broad list to a smaller one to vote on — is a big challenge.
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Words Still Matter (Even in IT)
Words matter. When will we ever learn?
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Net Promoter Score Metrics Are Not Enough
It’s not about replacing the NPS, but rather about complimenting it with task completion and task time metrics
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Content Is Service, Service Is Content
Customers are changing, but organizations are not. Organization must change or else be disposed of, demoted, fired or made redundant.
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Poor Customer Experience Is Not an Accident
The culture in so many traditional organizations is that managers see themselves as predators and they see the customers as prey.
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Too Many Managers
Those who stay closest to the customer will be the ones delivering the most value as the digital economy matures.
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Making the Customer Part of the Culture
Digital can be a window or a wall. How many windows are you creating into the world of your customers?
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Digital Contributing to Climate Crisis
Smartphones, data storage, music streaming and more are having a big impact on our environment.
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Competition Versus Collaboration
Collaboration slows us down and makes us think and test more. A sharing culture only works if the ideas are worth sharing.
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Service for Some, Slavery for Others
Thriving societies need to strike a balance between complexity and simplicity.
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Is the Internet Hollowing Out the Middle Class?
I’ve always believed the internet was a force for good. But then, it’s just another technology, and there’s nothing inherently good or bad about a technology.
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Interactions and Complexity
The web is a complex, networked environment. Those investing in complexity, while also simplifying interactions with complex systems, are reaping the rewards.
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