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Customers
Sample customer comments 
"Customer Carewords worked closely with the University team to understand our existing content requirement for a new staff intranet and supported us in providing a sound analysis of users needs for an effective intranet. They provided prompt communication support via email, phone, and conferencing online. They produced a presentation and a clear report with a set of actions to take with our site focussing on the twenty top tasks and analysis."Ian Fraser, Project Manager Staff Intranet, Marketing and Communications, University of Hertfordshire City University London  "I'm delighted I chose Customer Carewords to evaluate the performance of my School's website. I have followed Gerry McGovern's emails for some time, and have always tried to produce a website based on users' top tasks. However, until now I hadn't had the customer research to back up my hunches and information gleaned from web analytics."Our project consultant was friendly, professional and patient, and obviously an expert in his field. His guidance and support from the start of the project right until the final presentation of results was hugely helpful, and he kept the momentum going throughout. "Critically, the project has engaged us with our actual users, and given us the results we need to further develop our website based on their needs and top tasks. I look forward to implementing the recommendations in the coming months. Spencer Ball, Digital Marketing Executive, School of Arts, City University London  "East Stroudsburg University launched its re-designed website just over a year ago. Before launching we engaged you to consult with the university and advise us on the scope, the content, writing and the general functionality of the new site. Your insights, advice and comprehensive report on your findings were invaluable to us and contributed greatly to the ultimate successful launch of ESU's website. As you counseled at the time, higher education websites must be always viewed as a work in progress and a year and a half later, upon hearing of your newly designed CCI Survey, our web committee and I were more than happy to be among your first trial customers."The information gained from conducting your Customer Centric Index survey was highly pertinent to the website issues which we at ESU feel will immediately help guide us as we continue to improve our site. The summary report of the survey results, which you provided in a very timely fashion, is easy to decipher. We now have the data, not merely the impressions, as to how differently each of our surveyed audience contituencies (alumni, prospective students, current students, faculty and staff) perceive the website. I am confident the information will help us improve our website in key areas. There is also added value to having this information, in that these results will help back up our rationale as to which of our audiences should be considered by the university to be our primary audience(s)….in order of priority." Doug Smith, Director of University Relations, ESU  "The Customer Carewords experience was an eye-opener for us; it required discipline, new thought processes, and the results have been fascinating and extremely encouraging. The support and guidance we received from Gord Hopkins was tremendous, and PMA is extremely pleased with the knowledge we've acquired. Most importantly, we've learned that "over thinking" is as much a detriment to web success as is not thinking enough and going through the motions of "that's how it's always been done." It's true, a little common sense indeed goes a long way. We're excited to move forward with our improved web knowledge and testing abilities. Thank you NeoInsight and CustomerCarewords for a fulfilling and successful learning experience. "-Amy McGibbon, Group Executive Marketing, PMA  "Gerry McGovern’s task management approach has helped Microsoft Server & Tools websites deliver more value to our customers. By focusing on the tasks and the journeys of our customers we can now more quickly identify what works and what doesn’t. "The task management approach has particularly helped us to quickly identify and remove out-of-date and irrelevant content. Overall, Gerry’s approach of continuous improvement of the top tasks rather than a ‘launch and leave’ mentality is proving to be a solid strategic roadmap for us. "Gerry’s training webinars proved to be particularly effective. Their flexibility allowed people to join from wherever it suited them. His clear instruction and humorous and spirited delivery kept people engaged, and left them with practical things they could do to improve their websites." Amy Strande, Group Product Manager, Microsoft  "The Customer Carewords approach has changed the way we think about our website. McGovern techniques have helped us to continually improve our customer focus. The results are already impressive." Raphael Nolens, e-Marketing Manager, Pioneer Europe Download the Pioneer case study (PDF 90 KB)  "Our work with Gerry McGovern is driving a real change in the way the agency views its online presence. The Strategy they provided has put us on track for having a really customer-centred website."Simon Ashley, Internet Manager, Corporate Affairs Directorate, Environment Agency Download the UK Environment Agency case study (PDF 101 KB)  "The whole Customer Carewords process was extremely useful for us. It has helped us to focus more on the things our members care about and are interested in. Having some hard statistics in relation to what our members did and didn't want to do on our website helps cuts through the assumptions and opinions that may be around. We've made decisions based on these figures."Bill Taggart, Director of Web and Member Communications, American Academy of Ophthalmology Download the American Academy of Ophthalmology case study (PDF 83 KB)  "Gerry McGovern trained us in a methodology and approach that helps us make the best use of the real estate of our website. This has helped us create content that draws people in and makes them want to read further. It is a more rigorous, statistical and customer-driven way of determining the keywords and specific phrases that we should be using."Leigh Adam, Executive Director, Marketing and Communications, UNC Kenan Flagler Download the UNC Kenan Flagler case study (PDF 92 KB)  “I think the figures speak for themselves. (142 percent increase in sales.) We have carried out almost no promotion, but have rather focused almost entirely on Gerry McGovern’s advice. We can safely attribute these significant improvements in our key metrics and the sales growth to the McGovern approach to web content publication.”Ricard Giner, Manager for the Study Group Internet Business Department. Download the Study Group case study (PDF 120 KB)  “At Directgov, we very much believe in putting the citizen first, and that means helping people complete tasks on our website as quickly and as easily as possible. We used the McGovern Method to help us refine and clarify the presentation of our citizen-centric web strategy, and to communicate our approach to our key stakeholders."We have been very pleased with results. Directgov visitors continue to grow in number and market share increases, typically placing Directgov in the top five of all government sites. We found Gerry McGovern’s approach of great value in shaping our strategy and defining our way ahead.” Peter Stevens, Strategy and Product Director, Directgov.gov.uk  "The McGovern insight into quality web content has become a standard by which we are building our next generation web presence and developing our content style guide."Tom Beddingfield - Manager, Global Web Presence, Schlumberger
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Customer case studies
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Intranets: Tetra Pak, IKEA, BBC, Schlumberger
Government: US Internal Revenue Service, UK Defra 
University: UNC Kenan Flagler, Embry Riddle, Study Group
E-Business: Wells Fargo, Schlumberger, Pioneer
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