• 7:30 - 8:30 AM

Breakfast with Satisfaction Research Analysts

• 8:30 - 9:15 AM

Welcome & Introductory Comments
Larry Freed, President & CEO of ForeSee Results

• 9:15 - 10:00AM

Keynote Address: Actionable Web Analytics:  Using Data to Make Smarter Business Decisions
Right now, someone is clicking on your website. Knowing everything you can about those clicks and the people that make them is business imperative. Shane Atchison, Co-Founder of ZAAZ, will explore how to use web analytics to monitor and improve customer satisfaction based on his experience with Fortune 500 companies. Walk away with ways to take action – real steps that impact how you create relationships online and translate you business goals into a monetized site strategy.

Speaker:  Shane Atchison, Co-Founder of ZAAZ and co-author of Actionable Web Analytics: Using Data to Make Smarter Business Decisions

• 10:00 - 10:30 AM

Break

• 10:30 - 11:15 AM

When the Economy Falters, the Customer is King: Data from the ACSI
Speaker: David Van Amburg, Director of the American Customer Satisfaction Index

• 11:15 - 12:15 AM

Customer-Guided Site Redesign: Three Strategies
Strategies for using customer satisfaction analysis to develop and test design improvements to various websites:

• A/B Testing, Tealeaf integration - Quicken Loans, Matt Caldwell

• Prototype Review - Automotive News, John Fitzgerald
• Continuous Improvement - the Kellogg Company, Paul Iagnocco
• Moderated by Shane Atchison - ZAAZ

• 12:15 - 1:30 PM

Lunch Session

• 1:30 - 2:15 PM

Case Study:  How Ask.com Uses Customer Satisfaction Analytics to Guide Site Redesign, Product Development and Marketing Messaging
This session will discuss how Ask.com is integrating behavioral and satisfaction data to guide major site redesign efforts and to understand satisfaction for key audience segments to tailor its product enhancements and marketing campaigns. 

Speaker: Carla Borsoi, VP of Research and Analytics

• 2:15 - 3:15 PM

Benchmarking Performance and Gathering Competitive Intelligence

One of the critical ways you can leverage customer satisfaction data is by using it to gauge your site(s) performance across brands in your company, across the purchase lifecycle, among vendors who provide web-based services to your customers and among competitors.

• Overview of benchmarks: Angie Merkel, Director of Client Services
  
• Vendor benchmarking – Harvey Tzuker, CMS
• CS Competitor, Top 100 Online Retail Satisfaction Index Syndicated Research

• 3:15 - 3:45 PM

Break

• 3:45 - 4:30 PM

Customer Satisfaction Measurement IS a
Team Sport: 10 Tips
for Success

This session will orient you to the kinds of data we provide and how to discuss it with your organization. We’ll also discuss reporting that will facilitate sharing of data and insights to enable you to get more value from your customer satisfaction measurement.

Speaker: Joel Van Haaften, Client Services Manager, ForeSee Results

Financial Linkage: Quantifying the Relationship Between Satisfaction and Results

What does it mean to link satisfaction to financial results? Russ Merz will present several approaches to establishing the quantitative, causal relationships between satisfaction and online sales and other proxies for financial results from client data and the Top 100 Online Retail Satisfaction data.

• 4:30 - 5:15

Multi-channel Measurement Strategies:  What Post-Visit Measurement Can Tell You
A post-visit measure can help you connect the dots with self-reported behavior, distribution channel feedback.

Speakers:  Farris Khan, Director Product Development, ForeSee Results

The ACSI Technology:  Inside the Black Box
Everything you wanted to know about the ACSI methodology but were afraid to ask.  Learn more about what satisfaction scores mean, and why they are different and more reliable than other measures of customer experience and satisfaction.

Speaker: Russ Merz, Research Director, ForeSee Results

• 5:15 - 6:00 PM

Networking Cocktail Reception

• 7:00 - 10:00 PM

Let's Get Lost - Dinner at Zingerman's Roadhouse
You'll learned all about using the ACSI as a compass on the path to online success. Let’s get lost with a break from science and methodology. Join us for dinner at Zingerman’s Roadhouse, where predicting the future through astrology and tarot cards, complemented by jazz, will conspire to divert you off the path to True North, if only for an evening.