{"id":16440,"date":"2019-11-20T14:43:08","date_gmt":"2019-11-20T12:43:08","guid":{"rendered":"https:\/\/www.gpec.ro\/blog\/?p=16440"},"modified":"2019-11-20T14:55:14","modified_gmt":"2019-11-20T12:55:14","slug":"gerry-mcgovern-understanding-customers-and-how-to-build-sustainable-relationships","status":"publish","type":"post","link":"https:\/\/www.gpec.ro\/blog\/en\/gerry-mcgovern-understanding-customers-and-how-to-build-sustainable-relationships","title":{"rendered":"Talking UX with Gerry McGovern: Understanding customers and how to build sustainable relationships"},"content":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/en\/gerry-mcgovern-understanding-customers-and-how-to-build-sustainable-relationships\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-16445\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern.jpg\" alt=\"Gerry McGovern\" width=\"1200\" height=\"686\" srcset=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern.jpg 1200w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern-300x172.jpg 300w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern-768x439.jpg 768w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern-1024x585.jpg 1024w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p><b>A growing interest among marketers and entrepreneurs is getting a deeper understanding of their customers. We talked at GPeC SUMMIT about this trend with Gerry McGovern, founder and CEO of Customer Carewords, and he shared some insights about how big names in e-commerce build sustainable customer relationships and maintain customer loyalty.<\/b><\/p>\n<p><!--more--><\/p>\n<p><span style=\"font-weight: 400;\">Gerry tells us that he noticed a growing need to <\/span><b>deliver a quality experience<\/b><span style=\"font-weight: 400;\"> for the customers coming from entrepreneurs, following the model of big names such as Google, Apple and Amazon. \u201dPeople want to know about methods and techniques that can get a deeper understanding of the customer\u201d Gerry tells us. He also reveals that the relationship a company builds with their clients is a powerful differentiator between them and their competitors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Developing a <\/span><b>healthy relationship<\/b><span style=\"font-weight: 400;\"> with the customers should be an ongoing process in which companies are constantly in conversation with them, spending time listening to their needs and also bringing the customer in the process of refining the product. <\/span><b>Dedicating time<\/b><span style=\"font-weight: 400;\"> in following up with the customer experience, gathering <\/span><b>feedback<\/b><span style=\"font-weight: 400;\"> and learning for it, is an ability that can drive brands to success. As Gerry states it: \u201dall the clever companies today design <\/span><i><span style=\"font-weight: 400;\">with<\/span><\/i><span style=\"font-weight: 400;\"> their customers, not <\/span><i><span style=\"font-weight: 400;\">for<\/span><\/i><span style=\"font-weight: 400;\"> their customers\u201d and he stresses this should be part of the company culture and must start from the owner: \u201dit starts at the top, but it should be everybody\u2019s job\u201d.<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"Gerry McGovern\" width=\"910\" height=\"512\" src=\"https:\/\/www.youtube.com\/embed\/Cwxe4ZSFu8g?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Gerry also told us that one major mistake online businesses make is \u201dthinking that you know best, making decisions based on opinion, not evidence\u201d. But how can an online shop know what is relevant to their customers? You build <\/span><b>relevant content<\/b><span style=\"font-weight: 400;\"> by observing the customer\u2019s behaviour, by constantly testing and refining the website based on consumer feedback, instead of senior management opinion. All the big names in e-commerce use this strategy; Amazon, for example, \u201chas around 3<\/span><\/p>\n<p><span style=\"font-weight: 400;\">00-400 pages in testing and changes its website every 12 seconds\u201d, Gerry shares with us.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There is a tendency to focus on new conversions and forget about long term customers. Successful entities like Amazon and Google Prime <\/span><b>reward longevity<\/b><span style=\"font-weight: 400;\"> for current customers while many companies tend to forget about them and therefore lose some of the loyal customers. Online businesses should adapt their websites custom to the type of customers that visit them, so that current customers know that they care about them, that they still matter and therefore continue to stay engaged and loyal.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Check out the full interview on our <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=Cwxe4ZSFu8g\"><b>YouTube<\/b><\/a><span style=\"font-weight: 400;\"> channel. Don\u2019t forget to <\/span><a href=\"https:\/\/www.youtube.com\/channel\/UCHXY2YItqwlBaO7XYzw_HPw\"><b>subscribe to the GPeC YouTube Channel<\/b><\/a><span style=\"font-weight: 400;\"> for more interviews, insights and live transmissions.<\/span><\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><strong>GPeC 2019 is an event powered by <a href=\"https:\/\/www.fancourier.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\">FAN Courier<\/a><\/strong><\/p>\n<p><strong>Gold Partner<\/strong>: <a href=\"https:\/\/www.vtex.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>VTEX<\/strong><\/a><\/p>\n<p><strong>Brought to you by: <a href=\"https:\/\/www.orange.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\">Orange<\/a><\/strong><\/p>\n<p><strong>Event supported by<\/strong>: <a href=\"https:\/\/www.cora.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Cora<\/strong><\/a>, <a href=\"https:\/\/www.logistics.dhl\/ro-ro\/home.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>DHL<\/strong><\/a>, <a href=\"https:\/\/www.dpd.com\/ro\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>DPD<\/strong><\/a>, <a href=\"https:\/\/dwf.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>DWF<\/strong><\/a>, <a href=\"https:\/\/marketplace-leads.emag.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>eMAG Marketplace<\/strong><\/a>, <a href=\"https:\/\/www.frisbo.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Frisbo<\/strong><\/a>, <a href=\"https:\/\/www.gts.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>GTS<\/strong><\/a>, <a href=\"https:\/\/www.luigisbox.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Luigi&#8217;s Box<\/strong><\/a>,\u00a0<a href=\"http:\/\/www.newblack.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>New Black<\/strong><\/a>, <a href=\"https:\/\/cloud.oracle.com\/home\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Oracle<\/strong><\/a><\/p>\n<p><strong>Official radio station<\/strong>: <a href=\"https:\/\/www.kissfm.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Kiss FM<\/strong><\/a><\/p>\n<p><strong>Official hosting provider<\/strong>: <a href=\"https:\/\/hosterion.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Hosterion<\/strong><\/a><\/p>\n<p><strong>Limousine Service<\/strong>: <a href=\"http:\/\/citylimo.ro\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>City Limo<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/en\/gerry-mcgovern-understanding-customers-and-how-to-build-sustainable-relationships\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p>A growing interest among marketers and entrepreneurs is getting a deeper understanding of their customers. We talked at GPeC SUMMIT about this trend with Gerry McGovern, founder and CEO of Customer Carewords, and he shared some insights about how big names in e-commerce build sustainable customer relationships and maintain customer loyalty.<\/p>\n","protected":false},"author":19,"featured_media":16445,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[491],"tags":[136,2832,3313,352,2914],"class_list":["post-16440","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gpec-interviews","tag-e-commerce-en","tag-ecommerce-en","tag-gerry-mcgovern-en","tag-gpec-summit-en","tag-online-shopping"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/16440","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/comments?post=16440"}],"version-history":[{"count":4,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/16440\/revisions"}],"predecessor-version":[{"id":16450,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/16440\/revisions\/16450"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media\/16445"}],"wp:attachment":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media?parent=16440"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/categories?post=16440"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/tags?post=16440"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}