Gerry McGovern, Secrets of customer centric
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description
Gerry McGovern holdt foredrag om brukervennlige nettsider på Tag-IT i Tromsø i februar 2014.
Transcript of Gerry McGovern, Secrets of customer centric
Tromsø, Feb 13, 2014
Gerry McGovern
www.customercarewords.com
@gerrymcgovern
Source: Elman PR
2003A PERSON LIKE YOURSELF
20%
“dublinsunrise”
189.5
116
Kreftforeningen jobber med å forbedre sitt tilbud på nett.
Tasks Total Vote% of Total Vote 22950
Cumulative Vote
Cumulative Tasks
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Treatment of Cancer (therapies , adverse effects , risks, prognosis) 1346 5.9% 5.9% 1.3%
2 Symptoms of cancer 951 4.1% 10.0% 2.5%3 Preventing cancer - what can you do? 876 3.8% 13.8% 3.8%
4 Cancer (symptoms, prognosis, treatment) 860 3.7% 17.6% 5.1%5 Research (latest results) 820 3.6% 21.1% 6.3%
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Choosing a hospital for cancer treatment (waiting times, best deals) 710 3.1% 24.2% 7.6%
7 Patients - what rights do you have? 634 2.8% 27.0% 8.9%8 Relatives - how to deal with it? 585 2.5% 29.6% 10.1%9 Waiting times (treatment, reconstruction, rehabilitation) 560 2.4% 32.0% 11.4%
10 Nutrition and diet to prevent cancer 513 2.2% 34.2% 12.7%11 Examining yourself - this is how you do it 501 2.2% 36.4% 13.9%12 Ask professionals for advice (e-mail, phone, chat) 490 2.1% 38.5% 15.2%13 Children and young people with cancer 488 2.1% 40.7% 16.5%14 Suspicion of cancer 452 2.0% 42.6% 17.7%15 Mass screenings (mammograms, prostate, cervix) 451 2.0% 44.6% 19.0%
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Life after cancer treatment (return to work and everyday ) 440 1.9% 46.5% 20.3%
17 Diagnoses (various cancers) 429 1.9% 48.4% 21.5%18 Doctor Visit - what to think about and ask? 423 1.8% 50.2% 22.8%
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Norwegian Labour and Welfare Administration and hospitals 416 1.8% 52.0% 24.1%
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Classes and groups for people with cancer and their families 398 1.7% 53.8% 25.3%
Top 25%
26-50%
51-75%
Kreftforeningen jobber med å forbedre sitt tilbud på nett.
Tasks Total Vote% of Total Vote 22950
Cumulative Vote
Cumulative Tasks
60 Volunteer 99 0.4% 96.7% 75.9%61 Give gift to the Cancer Society 92 0.4% 97.1% 77.2%
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The Varde center (opening hours, contact details, quotations) 76 0.3% 97.4% 78.5%
63 Local offices of the Cancer Society 74 0.3% 97.8% 79.7%64 Aids (prostheses, wigs) 73 0.3% 98.1% 81.0%65 Online shop (Pink Ribbon, Livestrong bands) 64 0.3% 98.3% 82.3%66 Employees of the Cancer Society 61 0.3% 98.6% 83.5%67 Sexuality and cancer 49 0.2% 98.8% 84.8%68 Press releases 47 0.2% 99.0% 86.1%69 Vacancies 35 0.2% 99.2% 87.3%70 Donation in connection with funeral 26 0.1% 99.3% 88.6%71 Annual statement for tax return 25 0.1% 99.4% 89.9%72 Testament - help with writing will/testament 25 0.1% 99.5% 91.1%73 Businesses - how to support the Cancer Society? 23 0.1% 99.6% 92.4%
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Change / register information about the donor / membership 19 0.1% 99.7% 93.7%
75 Starting a collection 18 0.1% 99.8% 94.9%76 Annual report of the Cancer Society 16 0.1% 99.8% 96.2%77 Memory Gift ("In memory of ...") 13 0.1% 99.9% 97.5%78 Legacy gift (how to give ) 11 0.0% 100.0% 98.7%79 Tax deductions for donations to the Cancer Society 11 0.0% 100.0% 100.0%
From 5,000 to 1,000 pages (80% decrease)
70% increase in one-time donations
88% increase in monthly donors registered
164% increase in members registered
348% increase in incoming links
80% increase in visitors
The World’s Very First Website (1992) 2013
2013 Best Design of the Year
We focus on user needs.
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Mexico City
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A small fiberglass pool shell without delivery to cost $9k-$13k, medium $12k-$16k, and large $16k-$24k. Delivery fees could be anywhere from $600 to $2,500.
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