Articles

Tag: gerry mcgovern

  • We Must Measure Customer Time

    We Must Measure Customer Time

    Customers value their time: why doesn't your business?

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  • Diversity, Polarization and Connectivity

    Diversity, Polarization and Connectivity

    At one level, the web facilitates diversity. At another, it encourages uniformity. Paradox and contradiction seems to be the hallmark of complex, interconnected systems. In politics, the web has allowed those of similar views to flock together. The center struggles as the wings and peripheries bulge.

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  • Google Maps and Its Unintended Consequences

    Google Maps and Its Unintended Consequences

    “The traffic in Brighton has gotten much worse in the last couple of years,” Daryl, my taxi driver stated. “People haven’t been buying more cars than usual. It’s the same quantity of cars, it’s just a lot more congested. And Google is to blame.

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  • From Building Trust to Building Use

    From Building Trust to Building Use

    The world is facing a crisis in traditional trust. And that’s a good thing. Traditional trust has facilitated a type of god-like leadership and management model based on hierarchy and ego. A survey of 28,600 young people in 30 countries, published by Viacom in 2017, found that only 2 percent

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  • Metrics Drive Behavior and Culture

    Metrics Drive Behavior and Culture

    Whenever you find organizations behaving badly you can nearly always find a series of metrics driving that bad behavior. The Irish Police (Garda) have been under intense scrutiny recently over the falsification of millions of breathalyzer tests. To achieve targets, numbers were made up.

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  • 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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