Halifax - Monday November 1 Ottawa - Wednesday November 3
Gerry's Masterclasses sold out in Ottawa on the previous two occasions. Make sure you don't miss out on the
opportunity to experience Gerry's powerful, captivating and insightful Masterclass. Register early!
Self-service is the most cost-effective way to allow customers and employees to complete top tasks—but only if it works.
If you manage or design a website or intranet, knowing the needs of your customers (or employees) is essential for success. But every customer is a stranger to you - you don't know them and you can't see them - so how can you understand what they need?
Most customers and employees have a small set of tasks they want to complete on your website. Helping them complete these tasks quickly and easily is the most effective way of increasing customer satisfaction and delivering maximum value to your organization.
This Masterclass will give you the techniques for identifying and professionally managing these tasks. It will help you to understand and empathize with your website visitors and to deliver what they want. Packed with practical information and essential advice on web site management, including case studies from Microsoft, Cisco, the US Internal Revenue Services and many others, the Masterclass will help you to maximize your organization's performance online.
What you will learn
Cutting edge techniques for identifying and managing your customers top tasks. These techniques have been used by organizations such as Microsoft, Cisco, Tetra Pak, Schlumberger, Wells Fargo, HSBC, Rolls-Royce, US Internal Revenue Service, DEFRA, UK Ministry of Justice, etc.
How to manage the competing demands of different organizational stakeholders and their views on what the website should look and feel like.
How to persuade senior managers that your website is a core business asset, and that it needs the same level of commitment and investment as any other major asset.
All attendees will get a free copy of Gerry McGovern’s latest book, The Stranger’s Long Neck: How to Deliver What Your Customers Really Want Online.
Who is this Masterclass for?
This Masterclass is for those who want to achieve maximum return on investment in their website. Specifically, this Masterclass will be most useful for:
Marketing, Communications and IM/IT professionals.
People who are involved in designing, creating, editing and publishing content on the Web.
Technical professionals who want to better understand the content/customer side of Web strategy.
Managers responsible for commercial or government websites and intranets.
Accolades for Gerry McGovern and the Customer Carewords approach
"Our work with Gerry increased understanding across our team of the specific tasks that our customers are trying to accomplish and how best to address their needs. The result is a significant improvement (+20%) in our customers' ability to find what they need on Pinpoint."
Peter Horsman, Global Site Management Lead for Microsoft Pinpoint
"Gerry's customer-centric approach to website development has helped us re-shape and dramatically improve Cisco's Partner Central by focusing on and addressing the needs of our global partner community."
Luanne Tierney, Vice President, Worldwide Partner Marketing, Cisco
“Gerry McGovern is a captivating speaker who is passionate about the importance of content and client-centric design. He not only gets you thinking about what content is right for your website but also provides strategies and techniques that are logical and easy to implement.”
Fay Turner, IM Manager, Canada Business, Industry Canada
Gerry McGovern returns to Canada in November for REVISED Masterclass sessions in Ottawa and Halifax with BRAND NEW CONTENT from Gerry's latest book 
