Show Time: 33 minutes 42 seconds
Ireland’s Gerry McGovern shares a few of the key ideas in his recent publication The Stranger’s Long Neck – How to Deliver What Your Customers Really Want. Mr. McGovern, who will be teaching a Masterclass series in Canada on the importance of task management this November, discusses several of the key findings in his new book, including:
Trading with strangers
– The customer is a stranger. On the Web, the customer isn’t king—they’re dictator. When they come to your website, they have a small set of tasks (long neck) that really matter to them. If they can’t complete these top tasks quickly, they leave.
– There is an existential challenge going on right now between organization-centric and customer-centric thinking. Customer-centric thinking is winning.
From Long Tail to Dead Zone
– The Long Tail theory says that the Web allows you to sell more of less, that we are seeing the decline of the blockbuster and the rise of the niche.
– The Long Tail is often a Dead Zone of extremely low demand and hard to find, poor quality products.
The rise of the Long Neck
– The Web is exploding with quantity but quality is still relatively finite. Quality is the ‘long neck’; the small set of stuff that really matters to the customer.
– Understanding and managing the long neck has never been more important.
– Remember that the customer’s long neck—what really matters to the customer—is rarely the organization’s long neck —what really matters to the organization.
A secret method for understanding your customers
– A unique voting method that identifies your customers’ long neck.
– Developed over 10 years, with over 50,000 customers voting in multiple languages and countries.
– Used by the BBC, Tetra Pak, IKEA, Schlumberger, Wells Fargo, Microsoft, Cisco, OECD, Vanguard, Rolls-Royce, US Internal Revenue Service, etc.
Organization thinking versus customer thinking
– Case study that shows how car company managers think differently about how customers buy cars to how customers themselves think.
– Explanation of how to frame the task identification question.
Deliver what customers want—not what you want
– Case study of Microsoft Pinpoint, a website to help businesses find approved Microsoft IT vendors and consultants.
– What’s the top task of US small and medium businesses when it comes to IT? Security.
Measuring success: Back to basics
– Why traditional web metrics such as page views, number of visitors, etc., are often misleading
– Observation-based technique to measure online behaviour.
– The key metrics of task measurement: completion rate, disaster rate, completion time
Carrying out a task measurement
– The benefits of remote measurement
– How to run an actual measurement session
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