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Return on Behavior Magazine is published monthly by
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Current articles
Customer Expectations vs. Customer Needs
Five Strategies For Guaranteeing Customer Loyalty
Going Beyond Behavioral Loyalty
Your Company's Bottom Line is Tied to Customer Satisfaction
Defining Your Customer Service Culture
Pitfalls in customer surveys
You Are The Leader - Customer Excellence Begins With You
Building Loyalty - 5 Steps to Succeeding in Difficult Times

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Gerry McGovern
Gerry is widely regarded as the number one worldwide authority on managing web content as a business asset. He has spoken, written and consulted extensively on web content management issues since 1994.

In 2006, he was described by The Irish Times as one of five visionaries who had had a major impact on the development of the Web. (The other four were Tim O'Reilly, Vint Cerf, Tim Berners-Lee, and Nicholas Negroponte.) In 2006, he received the Educational Contribution award from the Irish Internet Association.

In 2004, he was included in the 100 most influential figures in e-commerce in the UK and Ireland, as part of "An Internet Decade", which was organized by NOP World and E-Consultancy. In 2000, he received the Web Ireland Internet Industry Person of the Year award. He is a founding member of the Irish Internet Association and the Content Management Professionals Association.

Gerry has written four books. In 2001, he published two books with Financial Times Prentice Hall, entitled: Content Critical and The Web Content Style Guide. Design Research News stated that Content Critical "should be on the reading list of every course in Web design." Knowledge Management Review described it as a "bible" of content management.

In 2006, he published Killer Web Content (Bloomsbury / A&C Black). Suzanne Sowinska, Manager, Content Publishing Excellence, Microsoft Corporation described it as "essential reading". Bev Godwin, Director, FirstGov.gov: The U.S. Government's Official Web Portal, said about the book: "Genius! Gerry McGovern gets it! If you read ONE book on managing a Web site, this is it."

Gerry has been nominated as best overall speaker at numerous conferences. He has spoken about content management at hundreds of conferences and workshops in 35 countries.

Previously, he was founder and chief executive officer of Nua, a developer of content management software and solutions. In 1996, Nua received the Best Overall World Wide Web Business Achievement award from the European Union.

Since 1996, Gerry has written "New Thinking", a widely read weekly email newsletter covering the role of content on the Web. In 1999, Gerry published The Caring Economy (Blackhall Publishing), which was voted 25th out of the top 50 new economy books by Middleton/Capstone.

Gerry holds a BSc Man. (2:1) from Trinity College, Dublin, and lives in Dublin, Ireland.

Gerry has appeared on BBC, CNN and CNBC television, partaken in various radio shows, and featured in numerous print media publications.




Your customers experiences equal money. TeleFaction’s Return on Behavior concept helps you to increase the value of your customers’ experiences. Whether you focus on improving customer satisfaction and loyalty, increasing additional sales and resale, reducing churn and loss of customers, or improving your critical business relations in customer service at all contact points, TeleFaction offers a solution that will yield the desired results. Return on Behavior Magazine is a free service from TeleFaction.

Return on Behavior Magazine was produced in cooperation with Customaxi .

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Featured Article

Going Beyond Behavioral Loyalty
Going Beyond Behavioral Loyalty
Going Beyond Behavioral Loyalty
Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. But not so fast! Loyalty does not always have the same wellspring as there are different types of loyalty-qualities.
Read More >>