Customer Satisfaction Webinars
** The following pre-recorded webinars are available for download.
ACSI E-Government Q3 2009 Results
Larry Freed, President and CEO of ForeSee Results, will highlight key trends and insights regarding citizen satisfaction with federal government websites, and provide a brief update regarding perceptions regarding online transparency and trust with government agencies.
:: Click here to view a recording of this webinar
Measuring Website Effectiveness:
The Evolution of Web Analytics and the Threat of Accelerated Darwinism
Hosted by: American Marketing Association
Have your metrics kept up with the lightning-quick pace of online evolution during a recession? The web is no longer a place where success comes easily; it’s an ultra-competitive environment where only the strong survive. The good news is that the right complement of online metrics can help you make decisions that will keep your business healthy and able to keep pace, IF you know what they are and how to use them.
Eric Peterson, author of Web Analytics Demystified, will discuss the critical importance of using online data as a competitive business asset. Larry Freed will address the next step in integrated analytics that enable companies to not only understand key site visitor segments but project their future behavior and extend analysis down to the individual user level.
Speakers:
- Eric Peterson, author of Web Analytics Demystified
- Larry Freed, President and CEO, ForeSee Results
:: Click here to view a recording of this webinar. Registration is required.
** The pre-recorded webinars listed below are temporarily unavailable. If you would like to be alerted when they become available again, please email marketing@foreseeresults.com.
The Role of Online Satisfaction in a Dynamic Financial Services Environment
Produced in partnership with Forbes.com, ForeSee Results’ latest cross-sector study of financial services websites compares customer satisfaction across online banking, investment and credit card websites to gauge how well these sectors have fared at meeting the needs and expectations of their customers in view of the dramatic changes seen in the past year. The study, with its predictive methodology based in the American Customer Satisfaction Index, addresses key issues such as how satisfaction with online financial services influences revenue generation, acquisition and cost-savings.
Larry Freed is President and CEO of ForeSee Results, a leading customer satisfaction management company with solutions based on the American Customer Satisfaction Index (ACSI). His background also includes 15 years of experience in the banking sector, holding senior level positions with First Chicago NBD and Bank One. An expert on web customer satisfaction, he is a frequent commentator on measuring online customer satisfaction and has been quoted in numerous publications and media, including The Wall Street Journal,The Washington Post,Information Week, Investor’s Business Weekly and CNN among others.
Measuring How Websites Drive Demand For Consumer Brands: Lacoste Case Study
Consumers visit websites to inform their purchases, whether they plan to purchase online or offline and whether they purchase from the brand directly or from retailers that carry the brand. While measuring direct online sales is straightforward, managers of strong consumer brands have struggled to quantify the intangible contribution of their websites to building brand loyalty and driving offline sales whether purchases are made from their stores or from a retail partner. Learn how:
- Customer satisfaction metrics are well suited to managing these complex customer relationships, by measuring not only how well a site is meeting visitor needs and expectations, but how the online experience influences future purchase intent, purchase channel preference and brand affinity
- Lacoste has introduced an e-commerce site that supports online and offline sales while fostering brand affinity. Customer satisfaction data plays a critical role for this luxury retailer in gauging customer expectations and guiding improvements that foster demand for the Lacoste brand, not to mention online sales
Speakers:
- Chrissy Toeplitz, Consumer Products Industry Director at ForeSee Results
- Maryssa Miller, Director of E-Commerce for Lacoste
Q3 Quarter ACSI e-Gov Index Webinar
Federal Consulting Group and ForeSee Results invite you to join us for the latest report on how government sites are satisfying constituents over the web. Errol Hau, Senior Director of the Public Sector, will present 3rd quarter findings of the University of Michigan’s American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index, a rating of more than 100 federal websites.
Speaker:
- Errol Hau, Senior Director of the Public Secto
Q2 2008 ACSI E-Gov Results
Learn how government sites are satisfying constituents on the web in this webinar about the latest results of the quarterly ACSI E-Gov Index. Find out which sites are top performers, and where the government has opportunity to enhance the web experience.
Speaker:
- Errol Hau, Senior Director of the Public Sector
Webinar: How Kellogg's Fosters Customer Loyalty and Retailer Relationships through its Website
In this webinar, Paul Iagnocco, Kellogg’s Director of E-Businesses, will describe the strategic ways Kellogg’s is leveraging its websites to improve online customer satisfaction using the methodology of the American Customer Satisfaction Index (ACSI) with the corporate site, Kelloggs.com, and two brand sites: Keebler.com and MorningstarFarms.com. Paul will offer insights into:
- Addressing the needs of multiple audiences across multiple brands
- Building an online community
- Using the website as a critical promotions channel
Speakers:
- Paul Iagnocco, Kellogg's Director of E-Business
- Chrissy Toeplitz, Industry Director at ForeSee Results
St. John Health Case Study - Using Customer Satisfaction Analytics to Support Acquisition and Self-Service for Healthcare Websites: Case Study
This webinar explores how St. John Health System, a regional hospital system, harnesses its website to support acquisition of new patients, promote physician referrals and encourage adoption of online customer self-service.
Like many healthcare organizations, St. John's website faces the challenge of meeting the needs of patients, physicians and job-seekers, among other audiences. Pam Hedman of St. John will share how working with ForeSee Results to measure online customer satisfaction using the methodology of the American Customer Satisfaction Index (ACSI) helps the health system meet the online needs of each group.
Speakers:
- Liz W. Boehm, Principal Analyst, Forrester Research
- Pam Hedman, Corporate Communications, St. John Health
- Larry Freed, President and CEO, ForeSee Results
Case Study – How Ask.com Uses Customer Satisfaction Analytics to Guide Site Redesign, Product Development and Marketing Messaging
For Ask.com, customer satisfaction measurement with the scientific methodology of the American Customer Satisfaction Index (ACSI) is a powerful and multi-faceted tool that drives many aspects of the business.
Shane McGilloway, VP of Research and Analytics at Ask.com, will share how his team has used customer satisfaction analytics in a number of ways to continuously measure and improve Ask.com
Speakers:
Shane McGilloway, VP of Research and Analytics at Ask.com
Larry Freed, President and CEO of ForeSee Results
Borders Case Study – “Using Customer Analytics to Guide Website Redesign and Increase Customer Loyalty.”
At leading international book, music and DVD superstore Borders, online initiatives play a critical role in helping build community among its customer base while driving sales.
Kevin Ertell, Vice President of E-Business at Borders will share how he worked with ForeSee Results and used customer satisfaction measurement based on the methdology of the American Customer Satisfaction Index (ACSI) to:
- Gain insights into how to more effectively compete with top customer satisfaction performers Amazon and Barnes & Noble
- Measure the effectiveness and improve upon Borders’ comprehensive e-newsletter program
- Use “voice of customer” feedback to redesign the Borders Stores and the upcoming e-commerce sites
Speakers:
- Kevin Ertell, VP of E-Commerce, Borders
- Larry Freed, President & CEO, ForeSee Results
“Nurturing Business Development and Improving Service through Government Portals: State of Washington Case Study.”
Access Washington, the portal to the State of Washington, is known as a pioneer among state government websites for its early adoption of technology to improve citizen service. But, like other public sector sites, Access Washington faces challenges of decentralized website management across the state government, limited funding and a broad audience of site visitors to support with the website. Learn how a scientific approach to measuring customer satisfaction of site visitors has helped Access Washington increase the satisfaction of key audiences, such as business owners looking to do business in Washington, and how the citizen satisfaction data is used to guide website improvements and build business cases that advance agency goals.
Speakers:
- Rhonda Polidori, Manager, Digital Government Web Properties, State of Washington
- Jane Hansen, Data Analyst, State of Washington
- Larry Freed, President and CEO, ForeSee Results
- Errol Hau, Senior Director of Government Markets, ForeSee Results
Webinar: Quantifying How Consumer Product Websites Contribute to the Bottom Line
This prerecorded webinar shows consumer product companies new ways to measure the contribution of their websites in some less tangible areas, such as building brand loyalty, word-of-mouth recommendation and community among loyal customers.
The 60-minute webinar includes presentations from:
- Christine Spivey Overby, Forrester Research Senior Analyst
- Dave Mickelson, Manager of Web Analytics for 3M
- Larry Freed, President and CEO, ForeSee Results
You’ll learn how applying customer satisfaction analytics to your website can help project future purchase behavior, recommendation and brand loyalty. In addition, we’ll introduce new offerings that will allow you to measure the “lift” from the website experience on brand perceptions and to evaluate the relative contributions of various campaign touch-points in a multi-faceted, internet-based campaign.
How Michigan Treasury Improved Citizen Self-Service Using the Web
This pre-recorded webinar will highlight best practices for using customer satisfaction analytics on e-government sites to gauge how well the sites are performing from the citizen's perspective. The Michigan Department of Treasury will share their experiences and insights as they advanced their online self-service initiatives. They will discuss how they identified and prioritized aspects of the site experience that needed improvement, fostered forms (and instructions) distribution through the web and supported citizens' e-filing efforts.
Speakers:
Lou Ann Fedewa, Bureau of Program Management; Michigan Department of Treasury Susan Nordyke, Information Technology Manager, Information Technology Services for the State of Michigan Caleb Burns, Webmaster, Michigan Department of Treasury Larry Freed, President and CEO of ForeSee Results
How To Quantify the Website Contribution to Multi-Channel Sales
Learn about an exciting new metric to quantify the contribution of the web on overall sales.
Migrating Self-Service to the Web without Sacrificing Customer Satisfaction
Many companies face challenges in trying to balance lower-cost customer self-service on the web with customer satisfaction. This pre-recorded webinar will give you fresh ideas and winning strategies for improving online customer satisfaction while fostering the migration of self-service to your website.
- Key challenges facing service companies striving to decrease costs by migrating customers to the cost-effective web channel – from Bob Chatham, Principal Analyst for Forrester Research analyst
- How DTE Energy leveraged the web channel to serve customers more cost-efficiently and effectively as part of a corporate-wide customer focus. Also, how DTE sets priorities for further improvement using customer satisfaction analytics – from Suzanne Thornton, Channel Manager for DTE Energy
- How to gain a deeper understanding of the dynamics of customer satisfaction with the online experience, guiding you to improve loyalty, retention and upsells – from Larry Freed, ForeSee Results President and CEO