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Other Articles by Gerry McGovern

Trust in digitisation

Collapse of trust and digital transformation

nz-opinion-article |November 15, 2016 | Gerry McGovern
Globally we are facing a collapse of trust – and it is being driven by digitisation, writes Gerry McGovern…

Ashley Madison

Ashley Madison and the power of traditional marketing

nz-opinion-article |August 31, 2015 | Gerry McGovern
Ashley Madison had a ‘lack of women’ problem long before it had a stolen data problem. It solved its ‘woman’ problem by using traditional marketing techniques

dept of the customer

Urgently required: a department of the customer

nz-opinion-article |July 7, 2015 | Gerry McGovern
Focused on sales and marketing, most companies don’t advocate for their customers, argues customer experience expert Gerry McGovern. He makes the case for a department of the customer…

Electrical revolution

Things we can still learn from the electrical revolution

nz-opinion-article |April 7, 2015 | Gerry McGovern
Gerry McGovern invites you to reimagine your business in the digital age by taking a walk down memory lane…

customer convenience

Why customer convenience trumps experience

nz-opinion-article |December 3, 2014 | Gerry McGovern
Usability expert Gerry McGovern says we should focus our online efforts on customer convenience and effort, not experience or satisfaction...

Interruptions at work

Busy people need help, not interruptions

nz-opinion-article |November 20, 2014 | Gerry McGovern
Getting attention is getting harder. The web is a place where busy people do things. Help them, don’t disrupt them, says expert Gerry McGovern...

Self-service design

Why content is both the solution & problem in self-service design

nz-opinion-article |September 16, 2014 | Gerry McGovern
Quality content plays a critical role in self-service design. Often a small change in a link, heading or sentence, can lead to dramatically higher task completion says subject matter expert Gerry McGovern...

cloud and mobile

How ease-of-use is reshaping the IT industry

nz-opinion-article |May 15, 2014 | Gerry McGovern
The interface is increasingly becoming the product when it comes to IT. Ease-of-use, long a peripheral issue, has now become central says customer-centric technology expert Gerry McGovern...

IMG117677

Getting rid of website bloat

nz-opinion-article |April 11, 2014 | Gerry McGovern
Customer engagement specialist Gerry McGovern explains why the traditional distributed model of website management was a failure and what you should do instead...

customers

People think ‘products’ when trying to solve problems online

nz-opinion-article |February 25, 2014 | Gerry McGovern
Many customers think first about the product they have; even when they are looking for support for that product. Organisations can use this to their advantage when designing user-friendly websites, says Gerry McGovern...