Articles
Tag: gerry mcgovern
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Collaborating With the Enemy
It is out at the messy edges of the web that the greatest fount of innovation and creativity lies.
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Toxic Branding and How to Counteract It
People are less gullible and less likely to give money to brands that are ruining the environment and people's health. Brands should take note.
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Sometimes Chasing Volume Does Make Sense
Make no mistake: Facebook's customers are the advertisers, not the people using the platform.
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Cult of Volume Destroys Customer Experience
The push to always produce more rather than to maintain and refine what's already there is doing nobody any favors.
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Support and Service Is the Digital Brand
Customer service is consistently the least valued area of a business. Why? Because businesses still do not value their customers.
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Qualitative Research: The Third Essential Customer Research Input
By balancing qualitative research with quantitative and observational research can offer a full picture of your customer's needs.
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Observational Customer Research
Companies need a blend of quantitative and qualitative data for a comprehensive view of their customers.
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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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