“Measuring the Customer Experience” by Gerry McGovern – An Event Apart video
The best way to understand digital user experience is to measure the time and effort required to complete top tasks. That’s why the most successful digital brands, from Amazon to Google, are relentless in their focus on saving their customers time. To succeed as these companies do, we must discard our organization-centric model of production, and accurately measure task completion and time-on-task.
In this free 60-minute video, captured live at An Event Apart: Denver Special Edition, Customer Carewords CEO Gerry McGovern shares a robust method for accurately measuring the time it takes your customers to complete their top tasks. You will learn a set of management metrics covering the ability of the customer to do what they came to do, how long it took them, what the problems are, and what needs to be done to make things better. Armed with this knowledge, you’ll be ready to continually improve the customer experience to faster and more accurately satisfy your users’ fondest desires.
Gerry McGovern helps large organizations become more customer-centric on the web. His clients include Microsoft, Cisco, Google, VMware, IBM, Atlas Copco and Tetra Pak. He has consulted with the European Commission, the US, UK, Canadian, Norwegian and Irish governments. Gerry has written five books on how the web has facilitated the rise of customer power. He has appeared on BBC, CNN and CNBC television, partaken in various radio shows, and featured in numerous print media publications. The Irish Times described him as one of five visionaries who have had a major impact on the development of the web.
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