Evaluation Measuring Customer Experience 17 March2009

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Fredrik Abildtrup from TeleFaction shared his knowledge about measuring the customer experience at a Markedu/Michael Leander & FEDMA web-seminar on March 17th. 2009. This is the evaluation of that webcast.

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Evaluation Measuring Customer Experience 17 March2009

  1. 1. EVALUATION Measuring the customer experience by Fredrik Abildtrup, TeleFaction A/S 17-03
  2. 2. Featured speaker: CEO Fredrik Abildtrup http://www.telefaction.com
  3. 3. Brought * to you by * Ok to click on logos :- )
  4. 4. Summary Measuring the Customer Experience webseminar 17. March 2009 <ul><li>55 people from 21 countries signed up for this FEDMA and Fokus Integrated web-seminar </li></ul><ul><li>27 people showed-up </li></ul><ul><li>8 cancelled and 19 didn’t show up </li></ul><ul><li>27 received an evaluation email) </li></ul><ul><li>20 people filled out the evaluation (74,07%) </li></ul><ul><li>Here are the results. . . </li></ul>
  5. 5. ” Evaluate speaker: Fredrik Abildtrup” 1 is bad – 7 is great Fredrik Abildtrup’s presentation was well received by a diversified audience
  6. 6. ” Evaluate moderator: Michael Leander” 1 is bad – 7 is great Moderator evaluation
  7. 7. Marketing quality and technical quality 1 is bad – 7 is great Marketing quality once again rated excellent Technical quality was rated excellent
  8. 8. 59,09% said they are likely to recommend the “Measuring the customer experience” web-seminar to others Nearly 60% of the audience said they will recommend this web seminar
  9. 9. Did the web-seminar meet your expectations? 65% said that their expectations were met or exceeded
  10. 10. Testimonials, recommendations and constructive feedback “ Thank you for preparing an interesting presentation. I will surely join you again during other web seminars in the future.” Due to time constraints we have not yet asked this person if we may publish his or her name
  11. 11. Testimonials, recommendations and constructive feedback &quot;This being my first web-seminar, I did not know what to expect. I enjoyed the idea and new form presentation facility. I was in Australia compared to the other attendees who were all in Europe. I'm all for cross-border communication as I think this obstacle of geographical location is a thing of the past. I'll have to search for more relevant topics to my needs next time! Thanks a million! Xx” Due to time constraints we have not yet asked this person if we may publish his or her name
  12. 12. Testimonials, recommendations and constructive feedback “ The online seminar gave me an insight into ways to improve our customer satisfaction by using types of survey tools”
  13. 13. Testimonials, recommendations and constructive feedback &quot;It was my first experience with a web-seminar and I was impressed with the format. I will definitely attend more web-seminars in the future.” Due to time constraints we have not yet asked this person if we may publish his or her name
  14. 14. Testimonials, recommendations and constructive feedback “ Very interesting web-seminar, both the contents and presentation. The web-seminar format was new to me, and I found it extremely efficient. The chat-box making it possible to communicate online with the speaker and/or other participants was very smart! The use of polls make you really feel a part of this seminar. I will definitely do more web-seminars, it suits me perfectly as I am situated in North-Norway :) “ Due to time constraints we have not yet asked this person if we may publish his or her name
  15. 15. Testimonials, recommendations and constructive feedback &quot; The web-seminar format is efficient, economic and time saving! I am absolutly going to attend moer web-seminars in the future.” Due to time constraints we have not yet asked this person if we may publish his or her name
  16. 16. Testimonials, recommendations and constructive feedback “ Die Möglichkeit an einem Webseminar teilzunehmen ist sehr angenehm und zeiteffektiv; einfach in den Arbeitsalltag einzuplanen. Dieses Seminar im speziellen war gut, jedoch kannte ich einen Grossteil der Inhalte schon, sowohl generell wie auch spezifisch von TeleFaction. Aber bin auf jeden Fall interessiert an zukünftigen Seminaren, speziell zum Thema Communities. “ Due to time constraints we have not yet asked this person if we may publish his or her name
  17. 17. <ul><li>Great feedback, thank you. We will use it to improve the next web-seminars </li></ul><ul><li>We are working hard to identify more speakers, more interesting topics and look forward to seeing you at one of our events. </li></ul><ul><li>More web-seminars and marketing events here: </li></ul><ul><ul><li>www.markedu.com </li></ul></ul>Moving forward
  18. 18. <ul><li>Conversion from signup to attendance is a real issue with web-seminars as it is with regular seminars. It proved particularly true for the Measuring the customer experience webinar. Probably because many signed up looong before it took place. </li></ul><ul><li>To match speaker and topic is evidently very important and in turn to match speaker/topic with attendees to achieve highest attainable recommendation and satisfaction rate </li></ul><ul><li>Stay tuned: http://meemoo2.com </li></ul>Marketing learnings by Michael Leander
  19. 19. Marketing events you can afford www.markedu.com
  20. 20. Want to measure the customer experience live across multiple touchpoints? <ul><li>Get in touch with TeleFaction </li></ul><ul><li>www.telefaction.com </li></ul>

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