Customer Satisfaction Webinars
Upcoming Webinars
ACSI E-Government Q1 2013 Citizen Satisfaction Results & Mobile Best Practices for E-Government
Tuesday, June 25, 2013 2:00 pm ET
The digital age has put the consumer in control. They have stronger voices, better information, and lower switching costs than Dave Lewan, Vice President of Sales and Public Sector at ForeSee, will highlight key trends and insights regarding citizen satisfaction with federal government websites. He will review which sites are at the top of the index and which site elements should be improved to increase citizen satisfaction and key future behaviors such as the likelihood to return to a site and recommend it. With mobile adoption on the rise and a key focus of the Digital Government initiative, ForeSee usability team lead, Matthew Dull, will show examples and share best practices of mobile optimized sites and apps for the federal government.
Seize the Opportunity: How to Compete on Customer Experience in the Digital Age
Thursday, June 27, 2:00 pm ET
The digital age has put the consumer in control. They have stronger voices, better information, and lower switching costs than ever before. The difference between choosing you or your competition can be seconds.
What can you compete on when traditional differentiators–such as price, distribution, or product features–are no longer enough?
“Customer experience has emerged as the single most important aspect in achieving success for companies across all industries.”–Peppers and Rogers
“Only 26% of companies have a well-developed strategy in place for improving customer experience.”–Econsultancy
Research has shown that consumers choose companies with customer experiences that meet–or exceed–their expectations. But how do you discover what’s really important to your website visitors and implement a systematic method to advance the experience based on those insights?
John Lovett, a veteran industry analyst and digital measurement expert, will offer strategies that can give you a competitive edge by combining customer experience data with observation of site visitors’ key digital interactions. He’ll share how leading customer-centric companies use this approach to drive customer-focused solutions that address their customer experience challenges.
You’ll Learn How to:
- Establish a framework for identifying opportunities and accelerating problem resolution from customer experience data.
- Shift from talk to action by building the business case for change and getting stakeholders onboard.
- Leverage the combined power of customer experience analytics and observation of critical site interactions to prioritize improvements and act on customer-centric priorities.
Recorded Webinars
E-Government Transparency and ACSI E-Government Q4 2012 Satisfaction Results
Dave Lewan, Vice President of Public Sector at ForeSee, reviews where we've been by highlighting trends over the past decade, and looks to where we're heading by sharing insights on citizen satisfaction with federal government websites from Q4 2012.
Dave also covers findings on:
- Citizens' mobile usage
- The current state of e-government and citizens' perceptions of transparency
- Who is on top of the index and which site elements have the greatest impact on satisfaction.
E-Government Transparency and ACSI E-Government Q4 2012 Satisfaction Results
Dave Lewan, Vice President of Public Sector at ForeSee, reviews where we've been by highlighting trends over the past decade, and looks to where we're heading by sharing insights on citizen satisfaction with federal government websites from Q4 2012.
Dave also covers findings on:
- Citizens' mobile usage
- The current state of e-government and citizens' perceptions of transparency
- Who is on top of the index and which site elements have the greatest impact on satisfaction.
ACSI ForeSee E-Government Q3 2012 Satisfaction and Transparency Results
Dave Lewan, Vice President of Sales at ForeSee, will highlight key trends and insights regarding citizen satisfaction and transparency with federal government websites. He will review which sites are at the top of the index and which site elements should be improved to increase citizen satisfaction and key future behaviors such as the likelihood to return to a site and recommend it.
Cause & Effect: How Mobile Impacts the Retail Experience
Is it complicated to measure how well your mobile channel works with your stores and website? Honestly, yes. But there’s already a proven method that connects mobile and retail experiences. In today’s competitive environment, it’s critical to know if your mobile app or site encourages loyalty and purchases – or if it drives them to the competition.
In this webinar hosted by NRF/Stores, Eric Feinberg, Senior Director of Mobile, Media and Entertainment at ForeSee, discusses how to best discover what impact mobile has on retail success. Using original research and customer satisfaction analysis, he’ll show why it’s essential to gain knowledge about your mobile users.
Q2 2012 ACSI E-Government Satisfaction Results
Larry Freed, President and CEO of ForeSee, highlights key trends and insights regarding citizen satisfaction with federal government websites. He reviews which sites are at the top of the index and which site elements should be improved to increase citizen satisfaction and key future behaviors such
as the likelihood to return to a site and recommend it.
Q1 2012 ACSI Satisfaction Index Results, Including Mobile eGov Update
Larry Freed, President and CEO of ForeSee, will highlight key trends, including the evolution of mobile usage in the e-government world, and insights regarding citizen satisfaction with federal government websites. He will review which sites are at the top of the index and which site elements should be improved to increase citizen satisfaction and key future behaviors such as the likelihood to return to a site and recommend it.
2011 ForeSee Results Online Banking Study
This webinar provides commentary on ForeSee Results’ latest study of financial services websites. Larry Freed, President and CEO of ForeSee Results, discusses satisfaction with online banking outpacing customer satisfaction with the overall banking experience.
Metrics to Understand the Cross-Channel Customer
(Presented by American Marketing Association)
Organizations that are committed to providing a superior customer experience face a common problem – how to evaluate and benchmark performance across multiple touch-points with consistent, insightful and actionable metrics that encompass the customers’ perspective? How many website clicks and page views are too many or too few? How much social media buzz impacts your bottom line? What’s the tolerance threshold for a call center call? Or the right amount of helpfulness for sales associates? Behavioral analytics are missing the contextual customer perspective that can yield insight to grow your business. Learn how to apply science and art to quantify intangible qualitative factors that influence and predict cross-channel customer behavior, not just report it.
This webinar shows you:
- A scientific approach to attitudinal analytics that complements behavioral metrics and provides a more well-rounded, accurate gauge of customer experience
- The difference between feedback and measurement analytics and why this difference is so important
- The advantages and drawbacks of promoter-based customer experience measurement
- How to deploy a consistent measurement framework across multiple channels to keep the pulse of customer relationships on a continuous basis
