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Identify your customers’ top tasks PowerPoint PPT Presentation


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Identify your customers’ top tasks May 19, 2009 Gerry McGovern [email protected] www.customercarewords.com What do they really look for when they come to a university website How students choose college 1.Task Identification 2. Polling 3. Analysis The Long Neck

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Identify your customers’ top tasks

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Identify your customers top tasks l.jpg

Identify your customers’ top tasks

May 19, 2009

Gerry McGovern

[email protected]

www.customercarewords.com


What do they really look for when they come to a university website l.jpg

What do they really look for when they come to a university website

How students choose college


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1.Task Identification


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2. Polling


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3. Analysis


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The Long Neck


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Selling more in-car satellite navigation/GPS products…

Customer: An International manufacturer of audio and video products for use at home, in the car and in business environments.


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1.Task Identification


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2. Polling


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3. Analysis


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The Long Neck


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2. Polling


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Business Vs Personal Tasks

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Before


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15

Copyright © www.gerrymcgovern.com


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After


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17


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How people buy cars…

Customer: Multinational corporation and one of the world's most dominant automakers


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1.Task Identification


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2. Polling


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3. Analysis


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The Long Neck


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3. Analysis

...extensive analysis of the results enables identification of the most important carewords and careword groupings.


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Benefits:

More Important to Customer

More Important to Company

Engine

Design / style

Quality

Brand reputation

  • Reliability / ratings

  • Low fuel consumption

  • Dependable

  • Affordability


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Customer: Defra (Department for Environment, Food and Rural Affairs) a UK Government Department.

An Intranet Story…


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3. Analysis

1.Task Identification

2. Polling

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Before


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A B C D E F


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After


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Top Tasks continuous improvement

Facts not opinions: customer-centric


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Questions & Answers

Take the next step:

Visit our website: www.customercarewords.com

Or Email: [email protected]


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