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Measuring The Customer Experience Evaluation 30 June 2009
 

Measuring The Customer Experience Evaluation 30 June 2009

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Measuring the customer experience webinar with Fredrik Abildtrup moderated by Michael Leander - 30 June 2009 - evaluation

Measuring the customer experience webinar with Fredrik Abildtrup moderated by Michael Leander - 30 June 2009 - evaluation

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    Measuring The Customer Experience Evaluation 30 June 2009 Measuring The Customer Experience Evaluation 30 June 2009 Presentation Transcript

    • EVALUATION web seminar 30-06 Measuring the customer experince with Fredrik Abildtrup, TeleFaction
    • Featured speaker: Fredrik Abildtrup, CEO TeleFaction A/S
    • Brought* to you by *Ok to click on logos :- )
    • Summary webinar “Measuring the customer experience to increase loyalty and retention” – 30 June, 2009 • 107 marketers from 27 countries signed up for this FEDMA and Markedu web-seminar • 51 people showed-up • 11 cancelled and 45 didn’t show up • 51 received an evaluation email • 36 people filled out the evaluation (70,59%) • Here are the results. . .
    • ”Evaluate speaker: Fredrik Abildtrup” 1 is bad – 7 is great Fredrik Abildtrup’s presentation was very well received
    • Marketing quality and technical quality 1 is bad – 7 is great Marketing quality was once again rated excellent Technical quality was well above average
    • Comparing webinar June 30 to similar web seminar in March
    • 52,63% said they are likely to recommend the “Measuring the customer experience” web-seminar to others 52,63% said they would recommend the web seminar to others
    • Did the web-seminar meet your expectations? 57,90% said their expectations were met or exceeded
    • Testimonials, recommendations and constructive feedback " This web-seminar was informative and concise. The speaker has domain expertise and demonstrated excellent speaking skills. The web- seminar format is an extremely efficient, economic and time saving method. I would definitely attend and recommend we seminars like these. Thank you so much.” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “Good way to poll ppl from different part of the world” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “Fredrik Abildtrup's webinar on using customer experience to improve customer loyalty and retention is one not to miss. His enthusiasm and knowledge on the subject is second to none. I look forward to the next webinar”.
    • Testimonials, recommendations and constructive feedback " This web-seminar was totally new for me. But I was surprised in a good way. It was great to attend the seminar without going on the long trip, leaving the work-place and to loose a lot of time. I liked it a lot.” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “This web-seminar exceeded my expectations. It was my second web-seminar ever taken and it´s definitely not going to be my last. In a really efficient way it gave me the information I needed and new ideas to think about. I´m looking forward to many 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
    • Testimonials, recommendations and constructive feedback “Jeg synes at jeres indledende forklaringer og polls er en anelse irriterende.. Men ok så længe jeg deltager gratis er jeg klar på at klikke et par knapper og lytte til lidt reklame.” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback " I liked how you created involvement and kept attention - something very difficult if you are "online" through the polls... A combination with a telephone conference with better Voice replies could increase capability to ask questions - not every pc has a mic that works :-) but it would also increase the barrier to participate ... I liked the overall presentation - some of the details went beyond my interest (but that's why 2 others were involved from Philips) Thank you Lenght was also just right - quick setup good use of available time. Easy enough to free time for 1hr in the agenda... Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “ An easygoing an effective webinar, highlighting the important points in a very convenient timeframe.” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “The problem with this webinar was the content A lot of the content was common knowledge in the sense that the attendees were urged to "listen" to their customers and not to their own wishful knowledge of their brands. This is of course true, but I would have liked for the speaker to dig a little deeper and give some clear instructions. The Danske Bank-case was a step in the right direction but still had a sense of common knowledge to it. If felt like the point was 1) listen to your customers 2) analyze your data 3) take action, and I felt a lack of solid facts and possibilities to use in the process of measuring the customer experience..” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback " This Web seminar covers not only a current key issue in our company but also express with very simple words /hints to answer the question "how to do it". Capturing the customer emotion is one of the key message of Fredrik Abildtrup which differ clearly from the CRM transaction field; Enjoy this experience of "Webinar" which is the closest to "Seminar" I experimented so far ! Henri Zeller, Marketing Director” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “Amazing how this is evolving. Mr. Abildtrup clearly demonstrated a solid case for measuring the customer experience. The bank case study was highly interesting. I enjoyed the format, the length of the webinar was just right. Would have liked a B2B case study. All in all I invested 90 minutes, which - I am sure - will prove beneficial to me and my company.” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “Perfect mixture of theory and practical usage.” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback " The format of the seminar was excellent and being able to participate and undertake polls was new to me and interesting. There was tremendous echo at times which made it difficult to concentrate. The content was useful but could have gone deeper into theory of customer defection and the customer buying process.” Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “Web Seminars are a useful way to reach a global audience. The interactive elements keep participants involved. Due to time constraints we have not yet asked this person if we may publish his or her name
    • Testimonials, recommendations and constructive feedback “Web-seminars are extremely efficient, economic and we save lot of time. I would like to see a live picture of the speakers and involve the audience in a conference call. Due to time constraints we have not yet asked this person if we may publish his or her name
    • Moving forward • Great feedback, thank you. We will use it to improve the next web-seminars • We are working hard to identify more speakers, more interesting topics and look forward to seeing you at one of our events. • More web-seminars and marketing events here: www.markedu.com
    • Marketing learnings by Michael Leander • It is interesting to see how differently two people review the same experience. It again goes to prove how important it is to match speaker, topic and competence level of attendees. • Conversion from signup to attendance is a an issue with web- seminars as it is with regular seminars. If I may ask; why is it so difficult to send a cancellation email, if people cannot make it or change their mind? • Stay tuned: http://meemoo2.com
    • Marketing events you can afford www.markedu.com
    • Marketing inspiration and education you can afford www.markedu.com
    • Contact Fredrik Abildtrup, TeleFaction web: http://www.telefaction.com Magazine: http://www.returnonbhaviormagazine.com Twitter: http://www.twitter.com/telefaction