New book from Gerry McGovern
The Stranger's Long Neck: How to Deliver What Your Customers Really Want Online
This book will help you to realize that your customers are intelligent strangers and that when they come to your Web site they have a small set ('Long Neck') of top tasks they want to complete quickly and easily.
"Our work with Gerry increased understanding across our team of the specific tasks that our customers are trying to accomplish and how best to address their needs. The result is a significant improvement (+20%) in our customers' ability to find what they need on Pinpoint."
- Peter Horsman, Global Site Management Lead for Microsoft Pinpoint
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Main content
Customer Carewords
Customer Carewords consists of a set of research tools and techniques that helps you to:
- Find out what specific attributes of your website are causing problems as your customers seek to complete tasks (Customer Centric Index)
- Identify customers' top tasks, based on objective facts, not opinions (Task Identification)
These products are designed to put the customer front and center of your plans to improve your website. Customers of Customer Carewords include Cisco, Microsoft, Tetra Pak, HSBC and NHS Choices.
Gerry McGovern, a leading authority on managing web content, is the founder and CEO of Customer Carewords. He is widely regarded as the number one worldwide authority on managing web content as a business asset. He has published four highly acclaimed books on web content and has spoken on the subject in 35 countries.
According to McGovern, "Customer Carewords is about fact, not opinion. We get customers to vote and so we get numbers associated with words. One of the problems with content is that it has been controlled far too much by emotion and opinion. Customer Carewords shows in a precise way what customers really want when they come to your website".
According to The Customer Respect Group's President, Terry Golesworthy, “The task-orientated approach to improving websites complements perfectly our existing services. The focus of website design must always be on making it as simple as possible for customers to complete their tasks. Respecting customers is all about ensuring that their needs are understood and that the content is designed to suit these needs. Customer success is the only true metric”.
Next steps
Talk to us about Customer Carewords