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Customer Carewords

Customer Carewords consists of a set of research tools and techniques that helps you identify on an ongoing basis:

• Your customers' top tasks, based on facts, not opinions
• How well your customers are able to complete their top tasks on your website (completion rates, completion times, disaster rates).
• What specific factors on your website are causing problems as your customers seek to complete their tasks (the navigation, the content, the search, etc.).

Contact us for a free white paper about Task Identification

View the most recent webinar on Task Management

An overview of the top task management method, with case studies on how to identify and measure customer top tasks.

• View a webinar on What Task Management can do for your organization: (WMV: 38 MB: 43 minutes
• View the accompanying PowerPoint presentation (PPT: 5 MB)

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”.

Customer Carewords consists of three offerings:

• TASK IDENTIFICATION
  Task identification uses scientific and evidence-based methods to reveal the top tasks for your site visitors. The process takes typically 10-12 weeks, and starts by collaboratively identifying up to 100 tasks/carewords of your site visitors. The next step is to poll your visitors to choose their favorite carewords. The final step is for us to analyze the results and run workshops.
  Read more about task identification on the Customer Carewords website View a video on Task Identifcation [.wmv, 26 mins]
• TASK EFFICIENCY
  This comprises the task performance indicator and the search performance indicator.
  The Task Performance Indicator measures how long it takes customers to complete top tasks, and reveals completion rates, disaster rates and completion times.
  Read more about the Task Performance Indicator on the Customer Carewords website
  The Search Performance Indicator measures how easy it is for your customers to find their top tasks using search.
  Read more about the Search Performance Indicator on the Customer Carewords website
• CUSTOMER-CENTRIC INDEX
  A two-minute survey revealing what's really annoying your customers about your website. It produces a clear improvement roadmap for improvement that is based on fact, not opinion, and allows you to focus your resources for maximum impact.
  Read more about the Customer Centric Index on the Customer Carewords website
  View a video on how the Customer Centric Index works [.wmv, 23 mins]