Customer loyalty and customer
Peter Winther, Winholistic
Summary loyalty & retention marketing web-seminar
18th. November 2008
• 31 people from 17 countries joined this FEDMA
and Fokus Integrated web-seminar
• 19 people showed-up
• 18 received an evaluation email
• 28% did not respond
• 13 started and 12 completed the evaluation
• Here are the results
”Evaluate the speakers”
1 is bad – 7 is best
Evaluation of the speakers
Peter Winther Jørgen Andreassen
was well over
The marketing of the event was received quite
well – room for technical improvements
More than 46%
thought that the
67% are likely to recommend the customer
loyalty and retention marketing web-seminar
Mixed feedback on the web-seminars ability to
1 out of 4 attendees
Selected constructive feedback
pls work on the voice level, intonation tactics of the
presenter in order to be more interactive and
interesting; always translate abbreviations; I had the
feeling that the company presentation time was a bit
longer, maybe we were 2 impatient for the case study.
That was my first web seminar and I enjoy it.
I wouldn't say that it blew me away because I have
been digging into the subject for some time. However,
what I did gain from it was a more profound
A very interesting understanding of what can/should be focused on. The
information communicated is invaluable and will
seminar for a pharma certainly help me to develop the loyalty strategy for my
need to work on technical quality (sound)
presentations could be crisper, more to the
point, shorter! could be more interactive -- i.e.
do mini-surveys in-between with the
participants on themes that are presented.
• Great feedback, thank you. We will use it to improve the next web-
• In 2009 members of the Marketingboss group on Xing can look
forward to more interesting web-seminars
• We will particularly work on;
– Training of speakers to prepare speakers for the ”odd” experience it is
speaking on a web-seminar for the first time (really, it is much like speaking to
the wall – it takes getting used to)
– The length of web-seminars
– Sound and technical issues – but we won’t be able to fix all of them as there
are too many prerequisites involved in order for every single participant to
enjoy the exact same flawless experience
Marketing learnings by Michael Leander
• Conversion from signup to attendance is a real issue with web-
seminars as it is with regular seminars. We only converted 61% . We
can do better.
– More reminders?
– Communicate 1to1 with people outside the time zone?
– Create bigger expectations with a risk that expectations won’t be fulfilled?
– Incentivize show-up? Certificate of Attendance?
• Communicating the time of event to people in many countries is a
• Stay tuned: http://www.fokusintegrated.com/meemoo2/