Customer Satisfaction Webinars
ForeSee Results has several pre-recorded webinars available for you to view at your convenience.
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
:: Click here to listen to this pre-recorded webinar
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
:: Click here to listen to this pre-recorded webinar
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
:: Click here to listen to this pre-recorded webinar
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
:: Click here to listen to this pre-recorded webinar
“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
:: Click here to listen to this pre-recorded webinar
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.
:: To view the webinar, please click here.
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
:: Click here to view webinar.
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.
:: Click here to view the recording.
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