Tag: Gerry McGovern

Charlene Li

Digital disruption and transformation: what you need to know

The title of this blog post is a promise. The blog delivers upon that promise. This is the only thing you need to know (as in must know) about digital disruption and transformation. Then...
According to Forrester digital customer experience – DCX – and digital operational excellence – DOX – go hand in hand

Digital customer experience – connecting the dots

Is there such a thing as "digital customer experience" and even a "social customer experience"? Yes and no. We can look at the overall customer experience in the context of digital touchpoints. We can...
Customer-centric content marketing

Content marketing: a customer-centric manifesto

Content marketing is not an island. It is part of a bigger picture, aiming to create business value by creating customer value. It takes a customer-centric and integrated approach to succeed in content marketing....
Bryan Eisenberg at one of our events

The conversion trinity: lessons for content marketers

Marketing optimization expert Bryan Eisenberg often refers to what he calls the “Holy Trinity of Conversion Optimization". When going through one of the presentations Bryan gave at an edition of our Fusion Marketing Experience...
Traffic volume still reigns as a metric for search engine optimization success - source Econsultancy State of Search 2013 report

Search engine optimization: the integrated marketing approach

Search engine optimization (SEO), along with email marketing, belongs to the oldest digital marketing techniques. Traditionally, search engine optimization was approached as a relatively technical matter, driven by a focus on how search engine...
Gerry McGovern

Gerry McGovern: content is not the strategy, the task is

Gerry McGovern is an absolute authority regarding the online customer experience and long-time advocate of using website content, words and images that are fully about the tasks visitors want to fulfill and their intent...
site search

Site search: improving the digital customer experience

As the godfathers of usability and user experience always emphasized you need to offer "visitors" (a.k.a. people with an intent and task at hand) choice in the ways they can effectively access your content...

Turning customer empowerment into action

Customers are more "empowered". How to turn customer empowerment into action. Consumers dispose of more ways to inform themselves, interact and buy when, where and how they want. You don’t really need studies to notice...
The Michelin Guide – an old one that is – source

Relevant online content in 2001 and 1 content mission for right now

If you visit this website on a more or less regular basis, you might have noticed that we're in the middle of a migration and integration process. We're doing it in-between other work and...
Registered-users-only

Conversion optimization: 18 reasons why people leave your website

Attention and interest are scarce on the Web. So, when you have the attention of the Internet user taking the effort to visit your site, it's important to provide them what they want fast,...
Fear of change stands in the way of optimization and integration around the customer

Customer-centric marketing: optimize and integrate

Have you noticed? Bloggers, experts, research companies and marketers are increasingly talking about channel-agnostic and customer-centric marketing again. Finally. What we've always called integrated (touchpoint) marketing is back and it's spreading across all -...
Gerry McGovern - right- at one of our events

Usability: the longer people stay on your website, the worse

Content matters but so does the context in which it resides. In a website context, user experience, usability and navigation are just some of the elements defining the success of your content marketing and...

Social CRM: social and communities in CRM and marketing

Social CRM is a term that is often misused, certainly in a product and solution context. It's also frequently narrowed down to specific customer-oriented activities such as customer service and even social media monitoring....
Hyperlinks are the foundation of the Web

Conversion optimization and content: the first click and navigation are vital

Navigating the web can be more complex than navigating any major city. The web consists of millions of different sites with different links, all leading in their own direction. Single websites can have dozens...