Articles
Tag: gerry mcgovern
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The 3 Essential Sources of Customer Insight
To truly understand customers, companies must use a combination of research methods.
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Quick Links, Slow Links and Bad Navigation Design
Introducing short cuts may be popular with your users, but is it really helping them accomplish what they want to?
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Agility, Cupcakes and the Rise of the Customer as Designer
Amazon and Google dominate not only based on the new features they introduce, but also on the features they ditch based on customer feedback.
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Customer Feedback Drives the Agile Organization
An agile organization remains open to, responsive to and recognizes the value of customer feedback.
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Principles of Humility
Humility means listening to and acting on the needs of your customers.
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Humility: Developing an Old Skill for a New Age
It is impossible to have all the answers today, so listening and being open to new ideas will be key skills moving ahead.
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The Organization-Centric Universe
Ego, rigidity and complexity typify organizational-centric businesses, ones that believe that customer loyalty is a given.
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Develop a Customer Obsession Culture
The brands who are winning today recognize their current customers are in charge.
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Design Navigation for Clarity and Fidelity
Good navigation gives people a sense of what’s involved in the journey: how many steps, how long it will take, what exactly they will get.
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Navigation Design: Twins and Minimalism
Navigation on your site should be as robust as necessary for any given task. In most cases, that means not much navigation at all.
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Design Navigational Momentum and Unity
Build navigation to get customers to their destination as quickly as possible.
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Trust Versus Use
The recent Facebook data controversy raises many questions, one of which is: why do we keep returning to a company we don't trust?
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Why Enterprise Software Fails (And What to Do About It)
Senior management shares a focus on cost savings at the expense of the employee experience. No wonder enterprise systems are broken.
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Measure Customer Use of Things, Not Customer Satisfaction With Things
Net Promoter Score may be easy for companies to gather and assess, but it does a poor job of predicting customer retention.
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