1. Copyright © Customer Carewords Ltd. Customer Centric Management session Extra Slides Gerry McGovern Ottawa, May 7, 2008

3. Canada (81)

4. Canada Management (12)

5. Copyright © Gerry McGovern: www.gerrymcgovern.com 5

8. Web Team Feedback

9. Customer Focus 1.Make decisions based on customer behaviour research, rather than opinion---evidence-based not opinion-based 2.Focus on our customers, not politics 3.Bring customer research in at very beginning of project 4.Stop trying to be everything for everyone—be realistic 5.Act on customer testing—give proper time and resources to this. 6.Identify our customers and ask them their needs 7.Update regulations to allow greater customer engagement

10. Task focus 1.Focus more on converting traffic 2.Focus on what people are trying to accomplish on the website 3.More interactive, less information-based 4.Focus on the customer task, not the politics 5.Try finding something/complete a task on your own website—use your own website

11. Management and strategy 1.Be proactive with the Web—bring Web in at beginning of a project—stop making Web an afterthought 2.Executive with web experience who can develop a common web strategy 3.Trust your professionals—employee empowerment 4.Think of the Web as an ongoing process, not a project 5.Concentrate resources on identified customer needs—no new projects 6.Realistic timelines 7.Develop a clear organizational chart for the Web 8.Stop jumping on bandwagons---fix the basics

12. Content Management 1.Delete outdated/irrelevant content, and implement an ongoing review strategy 2.De-clutter the homepage—simplify homepage based on metrics 3.Communication on web: stop writing for media, start writing for customer 4.Mercenary thinking around content—be ruthless and lean 5.Speak the language of the customer—less jargon 6.Ask customer what they want—then give it to them 7.Stop focusing on the pretty 8.Less we-wes on the website

13. Search Management 1.Budget: less marketing, more search engine optimization 2.Develop a organization-wide search web strategy

14. Top 3 1.Delete outdated/irrelevant content, and implement an ongoing review strategy 2.Focus on what people are trying to accomplish on the website 3.Focus on the customer task, not the politics

21. Meet the Google guys! Google News! Google Primes for Mobile Search Surge Google launches iGoogle Artist Themes Google Lets AdWords Users Buy TV Ads Google Ads Street View To Driving Directions Google looking to map the abyss Sergey Brin New Improved Search Google is delighted to announce the launch of our new improved search. It’s now even easier to search on our website. Read More WELCOME TO OUR WEBSITE!!