Previous Webinars - Customer Carewords

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Previous Webinars

Top Tasks Management: An Overview
When: February 1, 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. NOTE: For the first 3 minutes of this webinar there is a black screen but then the problem is corrected.
Webinar presentation (WMV: 31 MB: 33 minutes)
PowerPoint presentation (PPT: 7 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

Sales webinar: Top Task Identification
When: Sep 2, 2009
Description: An explanation of the Customer Carewords method for identifying the top tasks of your customers on your public website or intranet. This is a sales webinar.
Webinar presentation (WMV: 45 MB: 29 minutes)
PowerPoint presentation (PPT: 6 MB)

Sales webinar: Customer Centric Index
When: June 22, 2009
Description: Learn how to identify what's really annoying your customers when they visit your website. This is a sales webinar.
Webinar presentation (WMV: 19 MB: 23 minutes)
PowerPoint presentation (PPT: 1.4 MB)

Sales webinar: How task identification can work for your organization
When: May 19, 2009
Description: Learn how to identify your customers' top tasks using the Customer Carewords solution. This is a sales webinar.
Webinar presentation (WMV: 26 MB: 26 minutes)
PowerPoint presentation (PPT: 3 MB)

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)

Task management at HSBC UK intranet
When: March 11, 2009
Description: Natalie Bogos, UK intranet manager, talks about how the UK HSBC intranet has embraced task management. The webinar begins with an introduction to task management for intranets by Gerry McGovern, founder and CEO of Customer Carewords.
Webinar presentation (WMV: 36 MB: 46 minutes)
PowerPoint presentation (PPT: 5 MB)

Task measurement: Serving citizens better
When: January 9, 2009
Description: Presentation on task management by Gerry McGovern to US government web managers. With an introduction by Sheila Campbell, co-chair of the US Federal Web Managers Council.
Webinar presentation (WMV: 64 MB: 90 minutes)
PowerPoint presentation (PPT: 7 MB)

Designing navigation using task management
When: November 13, 2008
Web navigation webinar presentation (WMV: 40 MB: 38 minutes)
PowerPoint presentation: Web navigation (PPT: 13 MB)

Educational Sector / University Customer Carewords
When: October 08, 2008
University Customer Carewords webinar presentation (WMV: 33 MB: 36 minutes)
PowerPoint presentation: University Customer Carewords (PPT: 3 MB)

University Customer Carewords solutions from Customer Carewords

Task Performance Indicator
When: September 10, 2008
Task Performance Indicator webinar presentation (WMV: 31 MB: 36 minutes)
Task Performance Indicator PowerPoint presentation (PPT: 2 MB)

Task Performance Indicator solutions from Customer Carewords

Government Customer Carewords
When: July 08, 2008
Government webinar presentation (WMV: 40 MB: 40 minutes)
Government PowerPoint presentation (PPT: 7 MB)
What is the role of government on the Web? (White Paper - PDF 457 KB)

Government solutions from Customer Carewords

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