• Customers are not kings anymore—they're dictators! A short history of the customer-centric revolution. • Learn why being customer-centric on the Web is not a “nice-to-have” but a necessity. • Simplicity sells: it's very easy to talk about simplicity but much harder to implement it.
10:30
Morning break
10:50
Session 2: Putting the customer first
• The Web is self-service and the key rule is: do as the customer does, not as the customer says. • Learn how to think like a customer, and to see your website through their eyes. • Short case studies of customer journeys as they try (and often fail) to buy things.
12:30
Lunch
13:30
Session 3: Tasks drive web success
• Why web success is about moving the customer through a series of steps in order to complete a specific task. • Why task completion is the only measure of success that truly matters. • Specific examples of task completion on a variety of websites.
15:15
Afternoon break
15:30
Session 4: Task identification techniques
• Why getting the words exactly right is so important for task completion. • How to discover the words that are most important to your customers. • How to apply Customer Carewords—a proven, hugely powerful, yet simple technique for discovering your customers' most important words.
