Customer Satisfaction Webinars

** The following pre-recorded webinars are available for download.

Measuring Customer Experience & Its Impact on Your Bottom Line

Instinct tells you that a good customer experience yields benefits. But intuition is not a metric. Instead, use a scientific approach to measuring and analyzing your customers' experiences on your website. You can then quantify their experiences' impact on their purchasing, recommending, and returning.

Learn:

Why you need a more disciplined approach to measuring the online customer experience.
How the customer experience links to loyalty, buying, and word-of-mouth through the cause-and-effect methodology of the American Customer Satisfaction Index (ACSI).
How measuring customer satisfaction can help you understand and influence customer behavior, including multi-channel purchases.

Speakers:

Bruce Temkin: Principal Analyst, Forrester Research
Larry Freed: President & CEO, ForeSee Results

:: Click here to view a recording of this webinar

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.