Previous Webinars - Customer Carewords

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Previous Webinars

Cisco Social Media Top Tasks with Customer Carewords
When: April 23, 2013
Description: Learn how the Cisco Global Social Media Team worked closely with Customer Carewords to run a top tasks study to understand the tasks visitors want to accomplish on Cisco social channels. This methodology leverages a unique scoring technique enabling visitors to tell you in precise, statistical terms their top tasks when they arrive at your social channel.
Webinar presentation (WMV: 187 MB: 56 minutes)
PowerPoint presentation (PPTX: 2.5 MB)

Managing Up: Helping leaders 'get' digital
When: March 21, 2013
Description: Is there a chasm between your web team and senior management? Is your senior management disconnected from the Web? Do they not see its real potential? Web Managers often find it challenging to convince senior organizational leadership of the importance of integrating digital strategy with the organization’s overall business strategy. Lisa Welchman discusses the different leadership approaches to digital and how digital professionals can help their organization have ONE strategy.
Webinar presentation (WMV: 51 MB: 59 minutes)
PowerPoint presentation (PPT: 8 MB)

2012 Web Management Principles Survey Results
When: Feb 7, 2013
Description: More than 1,000 web professionals from 12 countries voted on their web management principles. They also outlined the key challenges facing them in 2013. Hear what they have to say.
Webinar presentation (WMV: 57 MB: 61 minutes)
Excel spreadsheet containing all the challenges of those who responded. (XLSX: 74 KB)
PowerPoint presentation (PPT: 2 MB)
Report: Online Professional Principles & Challenges 2012 (PDF 360 KB)

Avoiding the dirty magnet and using top tasks navigation
When: Dec 12 & 13, 2012
Description: The dirty magnet is a link that gets the customer to click on it when they should have clicked on a better one; a link that is so vague it can mean anything. Find out how to avoid dirty magnets in your navigation. Also, find out about top tasks navigation. This approach involves showing the customer only the links that are directly relevant to the task at hand. It’s about a relentless simplification of the customer’s journey.
Webinar presentation (WMV: 37 MB: 34 minutes)
PowerPoint presentation (PPT: 17 MB)

Top Tasks Management: An Overview
When: Nov 7, 2012
Description: Get the data you need to prioritize and to help your customers easily and quickly complete their top tasks. Find out how we can help you identify your customers top tasks, as well as their tiny tasks. It's important to keep tiny tasks out of the way of top tasks, but you need evidence to do this effectively. Once you have identified your customers' top tasks we help you implement a continuous improvement model of management that is focused on maximizing task completion rates and minimizing task completion times. Our methods have been successfully used by organizations such as Cisco, Microsoft, IBM, Tetra Pak. This presentation is given by Gerry McGovern.
Apologies: due to technical issues there is no recording for this webinar.
PowerPoint presentation (PPT: 15 MB)

Top Tasks Management: An Overview
When: July 5, June 6, May 2, March 7, 2012
Description: Get the data you need to prioritize. Find out how we can help you identify your customers top tasks, as well as their tiny tasks. It's important to keep tiny tasks out of the way of top tasks, but you need evidence to do this effectively. Once you have identified your customers' top tasks we help you implement a continuous improvement model of management that is focused on maximizing task completion rates and minimizing task completion times. Our methods have been successfully used by organizations such as Cisco, Microsoft, IBM, Tetra Pak. This presentation is given by Gerry McGovern.
Webinar presentation (WMV: 31 MB: 32 minutes)
PowerPoint presentation (PPT: 9 MB)

Support Is The New Sales: Best practice in managing technology support websites
When: February 23, 2012
Description: In today’s hypercompetitive environment, a good support experience is often all that differentiates you from your competitors. This is particularly true for technology companies. As we move into a world of technology as a service (the Cloud) the need to serve the customer well will be critical to success. A satisfied customer is more likely to buy more and recommend you to their friends. Peer-to-peer recommendations are now crucial to new sales, more important than expert reviews or advertising. But there’s more. In our research, we see potential customers dismissing traditional marketing content and going straight to the support website to find installation guides, for example. Support is the new sales!
Webinar presentation (WMV: 26 MB: 33 minutes)
PowerPoint presentation (PPT: 18 MB)

Top Tasks Management: An Overview
When: December 14, 2011
Description: Get the data you need to prioritize. Find out how we can help you identify your customers top tasks, as well as their tiny tasks. It's important to keep tiny tasks out of the way of top tasks, but you need evidence to do this effectively. Once you have identified your customers' top tasks we help you implement a continuous improvement model of management that is focused on maximizing task completion rates and minimizing task completion times. Our methods have been successfully used by organizations such as Cisco, Microsoft, IBM, Tetra Pak. This presentation is given by Gerry McGovern.
Webinar presentation (WMV: 29 MB: 27 minutes)
PowerPoint presentation (PPT: 6 MB)

Mobile: Extreme Top Tasks
When: November 28, 2011
Description: You don't need a mobile strategy. You need a top tasks strategy. And once you've identified your top tasks, you deliver them through mobile and/or through your website. The essential difference between mobile and your website is that you need to be even more ruthlessly focused on your customers' top tasks. Even within the top task, your content and links needs to be pared to the absolute minimum.
Webinar presentation (WMV: 46 MB: 49 minutes)
PowerPoint presentation (PPT: 18 MB)

Managing Council Top Tasks: Saving Customers' Time
When: November 2, 2011
Description: Socitm Insight and its Better connected review team believe that the concept of top tasks should now be driving the design of council websites. Gerry McGovern will introduce three improvement methods associated with 'top tasks' and the goal of saving customers time (and the council money) that are available in a joint offer from Socitm and Customer Carewords: Customer Centric Index identifies the most important element of your website you need to fix; Top Tasks Identification process clearly identifies your customers top tasks and their tiny tasks; Task Performance Indicator measures how well these top tasks are performing.
Webinar presentation (WMV: 45 MB: 47 minutes)
PowerPoint presentation (PPT: 5 MB)

Recruiting International Students: 10 Top Website Features
When: June 14, 2011
Description: Presented by Bob Johnson. How strong a first impression does your website for international students make when they search for a university to attend? Join us as we review 10 top website examples from universities in Australia, Canada, the U.K. and the U.S. designed for maximum marketing impact in the very competitive world of international student recruitment.
Webinar presentation (WMV: 36 MB: 41 minutes)
PowerPoint presentation (PPT: 6.5 MB)

Improving Find People: #1 Intranet Task
When: April 19, 2011
Description: Who has the right skill set? Who can solve the customer’s problem? Who is available now? For most employees finding people is the number one reason for using the Intranet. It’s the foundation for collaboration, knowledge management and the social Intranet.
Webinar presentation (WMV: 43 MB: 53 minutes)
PowerPoint presentation (PPT: 7 MB)

Telecom websites: Helping customers help themselves
When: March 09, 2011
Description: Regular customers want to complete their tasks quickly when they visit their account or online support areas of Internet and Telecom provider sites. It is in the interest of companies and customers alike to provide simple, unambiguous paths to content that will answer queries or resolve problems. What are the pitfalls that threaten your support site, and those of your peers? How can you avoid these pitfalls, and service your valuable customers?
Webinar presentation (WMV: 49 MB: 47 minutes)
PowerPoint presentation (PPT: 12 MB)

Trebling lead generation at IBM Cognos
When: February 16, 2011
Description: Hear John Blackmore, Senior Manager, Web Demand Generation at the IBM Software Group, chat with Gerry McGovern about how they trebled leads from the IBM Cognos website by taking a Top Task approach.
Webinar presentation (WMV: 49 MB: 60 minutes)
PowerPoint presentation (PPT: 11 MB)
Text interview with John Blackmore

Web customer support best practice
When: January 17, 2011
Description: Your customers' experiences with product support on your website are critical. They determine whether your customers become advocates or antagonists to your products and company. Their experiences directly impact sales. A good experience can lead to repeat sales, upgrades, and increased consumption.
Webinar presentation (WMV: 49 MB: 47 minutes)
PowerPoint presentation (PPT: 9 MB)

Implementing Top Task Management: how we help you
When: December 20, 2010
Description: What a task management project from Customer Carewords entails. First off is Top Task Identification, which is done using our unique voting system. Learn about what's involved in longlisting, shortlisting, and task measurement.
Webinar presentation (WMV: 48 MB: 33 minutes)
PowerPoint presentation (PPT: 7 MB)

Web surveys are broken: how to fix them
When: November 10, 2010
Description: "Please rate on a scale of 1 to 10 how interactive our site is?" This sort of question has two fatal flaws. Firstly, using a ratings scale to collect genuine customer insight has been known to be deeply flawed for at least 30 years. Secondly, "interactive" is a classical organization-centric phrase that actually has no meaning to the vast majority of people.
Webinar presentation (WMV: 38 MB: 34 minutes)
PowerPoint presentation (PPT: 4.5 MB)
PDF White Paper (PDF: 2 MB)

The Long Neck Vs The Long Tail
When: August 4, 2010
Description: The Long Tail concept is about selling a lot of a little on the Web, but is it working? Gerry McGovern's new book, The Stranger's Long Neck, finds that the opposite is happening. You basically starve in the long tail. It is the Long Neck where the value lies. Find out why and how to identify your long neck.
Webinar presentation (WMV: 30 MB: 33 minutes)
PowerPoint presentation (PPT: 8 MB)

From hero shots to top tasks - web marketing in the 21st century
When: July 7, 2010
Description: Web marketing in the 21st century is defined by identifying, understanding and optimizing for the core tasks of your customers. Online customers are highly impatient, and old style marketing techniques simply do not work. Learn about the new ones that do work.
Webinar presentation (WMV: 72 MB: 39 minutes)
PowerPoint presentation (PPT: 12 MB)

Saving Cost and Driving Council Website Improvement Through Task Management
When: March 10, 2010
Description: Done well, the web is by far the most cost-effective and convenient channel to deliver the majority of services. But it must work first time.
Webinar presentation (WMV: 37 MB: 45 minutes)
PowerPoint presentation (PPT: 3.5 MB)

What Task Management can do for your organization
When: February 22, 2010
Description: An overview of the top task management method, with case studies on how to identify and measure customer top tasks.
Webinar presentation (WMV: 38 MB: 43 minutes)
PowerPoint presentation (PPT: 6 MB)

Three essential tips for creating a task–based government website
When: January 13, 2010
Description: Hosted by the US WebContent.gov, learn how to: Test a top task; Create a task-based navigation; Measure how well your search is working.
Webinar presentation (WMV: 82 MB: 1 hour 30 minutes)
PowerPoint presentation (PPT: 11 MB)

Jared Spool of User Interface Engineering interviews Gerry McGovern about Task Management
When: Sep 4, 2009
"One of the most popular speakers in the history of our User Interface Conference is Gerry McGovern," Jared Spool states. "Certainly most of that popularity is thanks to Gerry’s no-nonsense, customer-centric approach to content management strategy."
Hear the interview

The Need to Weed: Microsoft Office Online
When: April 07, 2009
Description: How Microsoft Office Online dramatically increased customer satisfaction by 'Weeding the Garden'. You increase customer satisfaction by trying to answer every possible question the customer has. Right? Wrong.
Webinar presentation (WMV: 39 MB: 47 minutes)
PowerPoint presentation (PPT: 13 MB)

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