Your SlideShare is downloading. ×
0
Meaningful Surveys
Driving Engagement Pre-During & Post-Event
The New “Good”
fundamental changes to thinking about the customer
Tech-Driven Changes in
Customer Centricity
Old School
• Member Satisfaction
• Annual survey
• Product/program
development ...
Satisfaction=Stasis
www.highroadsolution.com
No News is Bad News
www.highroadsolution.com
-Email CTR
-Voice listens & text
reads
-Direct mail
response
-Website stats
-...
Brand Marketing:
WOMM
www.highroadsolution.com
http://www.naturaltouchmarketing.com/blog/marketing-
matters/2012/03/word-o...
Premise in Pleasing
Customer is Change,
Challenge & Care
www.highroadsolution.com
Know Your People
www.highroadsolution.com
Best Way to KYP?
www.highroadsolution.com
New Ideas for Surveys
Multi-channel. Multi-touchpoint. User-Centric.
Contribute! Pre-Survey
1) Held small group face-to-face
meeting with key
stakeholders
2) Took stakeholder
feedback/questio...
Core to Group Q
• We have a Fab 5 team of hard
core users that have given us
feedback on the following
topics that they fi...
Understand Intent
• By checking this box, I confirm that I am an
overachiever, have valuable opinions and
am /will take th...
Understand Format
• We want to design the conference using a format and event elements that works
for you. Please check th...
Ask for Involvement
• You knew we were going to ask. We
learned how to ask for volunteers from
the masters--YOU! Would you...
At Event: Peer
Learning
1) Took most FAQs & what we
wished people were talking
about/where we wanted them
to head
2) Creat...
Interactive
Benchmarking-
At Event Survey
www.highroadsolution.com
Got people
participating,
interacting,
sharing &
discus...
Post-Event:
Net Promoter Score
Q: How likely are you to recommend
(membership/conference/book/certificati
on) to a friend/...
Rank NPS Scores (0-
10)
www.highroadsolution.com
Plan for Haters &
Celebrators
• 9 & 10s: Reward
• 7 & 8s: Passive
• 0-3: Call to find out why
they’re a hater
• 4-6: Call ...
Taking NPS Seriously
• Looking to change operations
around NPS scores
• Putting in new systems & new
programs that address...
Reporting Back to
Attendees
• Include pie charts & graphs of
event survey results at each
stage
• Include a paragraph on
f...
Next Event
• Reflect back on past results &
what’s changed/ what’s new
• Point out & praise people that
gave feedback...re...
Survey Summary
• Use surveys to plan for content,
test timeliness/accuracy of
content topics & identify
ambassadors/dissid...
HighRoad U Archives
www.highroadsolution.com
www.highroadsolution.com
Upcoming SlideShare
Loading in...5
×

Meaningful Surveys that Drive Engagement Before, During & After Events

200

Published on

Are you sick of receiving event evaluations that only give you feedback on the temperature of the room and food quality? Join this session to talk about using surveys to aid with crowdsourcing content, identifying key “event ambassadors” and getting back insightful data from which you can build event programs that engage long after your last attendee has departed. Watch this entire webinar and others by Highroad U on our YouTube channel: http://shout.lt/rMNF

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
200
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Meaningful Surveys that Drive Engagement Before, During & After Events"

  1. 1. Meaningful Surveys Driving Engagement Pre-During & Post-Event
  2. 2. The New “Good” fundamental changes to thinking about the customer
  3. 3. Tech-Driven Changes in Customer Centricity Old School • Member Satisfaction • Annual survey • Product/program development & launch was performed internally • Waterfall methods New School • Engagement Scores • Frequent surveys • Aggregated index scores for engagement, influence & value of member • Crowdsourced product/program development • Agile methods
  4. 4. Satisfaction=Stasis www.highroadsolution.com
  5. 5. No News is Bad News www.highroadsolution.com -Email CTR -Voice listens & text reads -Direct mail response -Website stats -Tweets -Posts in social media groups -Facebook likes
  6. 6. Brand Marketing: WOMM www.highroadsolution.com http://www.naturaltouchmarketing.com/blog/marketing- matters/2012/03/word-of-mouth-insights-when-marketing- comes-naturally/
  7. 7. Premise in Pleasing Customer is Change, Challenge & Care www.highroadsolution.com
  8. 8. Know Your People www.highroadsolution.com
  9. 9. Best Way to KYP? www.highroadsolution.com
  10. 10. New Ideas for Surveys Multi-channel. Multi-touchpoint. User-Centric.
  11. 11. Contribute! Pre-Survey 1) Held small group face-to-face meeting with key stakeholders 2) Took stakeholder feedback/questions to larger group to test accuracy, etc Collected data via eSurvey
  12. 12. Core to Group Q • We have a Fab 5 team of hard core users that have given us feedback on the following topics that they find of interest. Do you agree with the Fab 5? Please rate your interest level for the following topics: www.highroadsolution.com
  13. 13. Understand Intent • By checking this box, I confirm that I am an overachiever, have valuable opinions and am /will take the HighRoad at all times. I am open to participating in the user group by providing my know-how, creativity and energy and acknowledge that checking this box obligates me to nothing more than saying "I'm open to participating". I further acknowledge that HighRoad Solution is the coolest technology provider in the universe because they respect me & get my life--I have great intentions, but also have limited time. www.highroadsolution.com
  14. 14. Understand Format • We want to design the conference using a format and event elements that works for you. Please check the statements below with which you AGREE: – If the session is longer than 45 minutes and I'm not getting paid, I'm out – I can't go longer than 15 minutes without checking email & text messages before I start hyperventilating (I start squirming at 7 minutes and a rash might break out at 20) – If you make me work in "break out" groups, I won't come – If you promise me that I don't have to participate and can just listen, I will love you – I hate people that like "meet'n'greet" and "networking" sessions. I find this part of an event awkward and physically painful – I find the most valuable part of any conference when I hear from my peers & get to talk about common challenges – The faster the better. Please don't include slow talkers as speakers – I really want to find out what I'm not doing now that I could be doing – I admit it. I'm competitive. I want my organization to have the best communications program and am looking for how to get an edge (I also want to be the best personally) – The best part of events is the free food, but I hate when the white wine isn't cold enough www.highroadsolution.com
  15. 15. Ask for Involvement • You knew we were going to ask. We learned how to ask for volunteers from the masters--YOU! Would you kindly check any that you are willing to do? – Speak on a panel – Create a short video – Write a blog post – Follow us on Twitter – Be interviewed for an article – Like us on Facebook www.highroadsolution.com
  16. 16. At Event: Peer Learning 1) Took most FAQs & what we wished people were talking about/where we wanted them to head 2) Created list of questions formulated to be answered in yes/no or number as answer 3) Facilitated discussion www.highroadsolution.com
  17. 17. Interactive Benchmarking- At Event Survey www.highroadsolution.com Got people participating, interacting, sharing & discussion flowing
  18. 18. Post-Event: Net Promoter Score Q: How likely are you to recommend (membership/conference/book/certificati on) to a friend/colleague?
  19. 19. Rank NPS Scores (0- 10) www.highroadsolution.com
  20. 20. Plan for Haters & Celebrators • 9 & 10s: Reward • 7 & 8s: Passive • 0-3: Call to find out why they’re a hater • 4-6: Call to find out what went wrong www.highroadsolution.com
  21. 21. Taking NPS Seriously • Looking to change operations around NPS scores • Putting in new systems & new programs that address NPS score areas • Constantly re-tooling, re- evaluating www.highroadsolution.com
  22. 22. Reporting Back to Attendees • Include pie charts & graphs of event survey results at each stage • Include a paragraph on findings in newsletters • Make promises / be transparent about the parts to change www.highroadsolution.com
  23. 23. Next Event • Reflect back on past results & what’s changed/ what’s new • Point out & praise people that gave feedback...regardless of what kind of feedback • Offer discounts to people who participate in surveys & not based on date of registration! www.highroadsolution.com
  24. 24. Survey Summary • Use surveys to plan for content, test timeliness/accuracy of content topics & identify ambassadors/dissidents • Use surveys throughout the event lifecycle • Report back surveys to base • Reward survey participants www.highroadsolution.com
  25. 25. HighRoad U Archives www.highroadsolution.com www.highroadsolution.com
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×