evaluation measuring customer experience 17 march2009
DESCRIPTION
Fredrik Abildtrup from TeleFaction shared his knowledge about measuring the customer experience at a Markedu/Michael Leander & FEDMA web-seminar on March 17th. 2009. This is the evaluation of that webcast.TRANSCRIPT
![Page 1: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/1.jpg)
EVALUATIONMeasuring the customer experienceby Fredrik Abildtrup, TeleFaction A/S17-03
![Page 2: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/2.jpg)
Featured speaker:CEO Fredrik Abildtrup
http://www.telefaction.com
![Page 3: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/3.jpg)
Brought* to you by
*Ok to click on logos :- )
![Page 4: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/4.jpg)
Summary Measuring the Customer Experience webseminar 17. March 2009
• 55 people from 21 countries signed up for this FEDMA and Fokus Integrated web-seminar
• 27 people showed-up• 8 cancelled and 19 didn’t show up• 27 received an evaluation email)• 20 people filled out the evaluation (74,07%)
• Here are the results. . .
![Page 5: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/5.jpg)
”Evaluate speaker: Fredrik Abildtrup”1 is bad – 7 is great
Fredrik Abildtrup’s presentation was well received by a
diversified audience
![Page 6: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/6.jpg)
”Evaluate moderator: Michael Leander”1 is bad – 7 is great
Moderator evaluation
![Page 7: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/7.jpg)
Marketing quality and technical quality1 is bad – 7 is great
Marketing quality once again rated
excellent
Technical quality was rated excellent
![Page 8: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/8.jpg)
59,09% said they are likely to recommend the “Measuring the customer experience” web-seminar to
others
Nearly 60% of the audience said they will recommend this web
seminar
![Page 9: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/9.jpg)
Did the web-seminar meet your expectations?
65% said that their expectations were met or exceeded
![Page 10: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/10.jpg)
Testimonials, recommendations and constructive feedback
“Thank you for preparing an interesting presentation. I will surely join you again during
other web seminars in the future.”
Due to time constraints we have not yet asked this person if we may publish his or her name
![Page 11: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/11.jpg)
Testimonials, recommendations and constructive feedback
"This being my first web-seminar, I did not know what to expect. I enjoyed the idea and new form
presentation facility. I was in Australia compared to the other attendees who were all in Europe. I'm all
for cross-border communication as I think this obstacle of geographical location is a thing of the
past. I'll have to search for more relevant topics to my needs next time! Thanks a million! Xx”
Due to time constraints we have not yet asked this person if we may publish his or her name
![Page 12: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/12.jpg)
Testimonials, recommendations and constructive feedback
“The online seminar gave me an insight into ways to improve our customer satisfaction by using
types of survey tools”
![Page 13: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/13.jpg)
Testimonials, recommendations and constructive feedback
"It was my first experience with a web-seminar and I was impressed with the format. I will definitely
attend more web-seminars in the future.”
Due to time constraints we have not yet asked this person if we may publish his or her name
![Page 14: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/14.jpg)
Testimonials, recommendations and constructive feedback
“Very interesting web-seminar, both the contents and presentation. The web-seminar format was
new to me, and I found it extremely efficient. The chat-box making it possible to communicate online
with the speaker and/or other participants was very smart! The use of polls make you really feel a part of this seminar. I will definitely do more web-seminars, it suits me perfectly as I am situated in
North-Norway :) “
Due to time constraints we have not yet asked this person if we may publish his or her name
![Page 15: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/15.jpg)
Testimonials, recommendations and constructive feedback
" The web-seminar format is efficient, economic and time saving! I am absolutly going to attend
moer web-seminars in the future.”
Due to time constraints we have not yet asked this person if we may publish his or her name
![Page 16: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/16.jpg)
Testimonials, recommendations and constructive feedback
“Die Möglichkeit an einem Webseminar teilzunehmen ist sehr angenehm und zeiteffektiv; einfach in den Arbeitsalltag einzuplanen. Dieses Seminar im speziellen war gut, jedoch kannte ich einen Grossteil der Inhalte schon, sowohl generell wie auch spezifisch von TeleFaction. Aber bin auf jeden Fall interessiert an zukünftigen Seminaren,
speziell zum Thema Communities.“
Due to time constraints we have not yet asked this person if we may publish his or her name
![Page 17: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/17.jpg)
• Great feedback, thank you. We will use it to improve the next web-seminars
• We are working hard to identify more speakers, more interesting topics and look forward to seeing you at one of our events.
• More web-seminars and marketing events here:
www.markedu.com
Moving forward
![Page 18: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/18.jpg)
• Conversion from signup to attendance is a real issue with web-seminars as it is with regular seminars. It proved particularly true for the Measuring the customer experience webinar. Probably because many signed up looong before it took place.
• To match speaker and topic is evidently very important and in turn to match speaker/topic with attendees to achieve highest attainable recommendation and satisfaction rate
• Stay tuned: http://meemoo2.com
Marketing learnings by Michael Leander
![Page 19: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/19.jpg)
Marketing events you can afford
www.markedu.com
![Page 20: Evaluation Measuring Customer Experience 17 March2009](https://reader035.vdocuments.net/reader035/viewer/2022081414/54b408e84a7959236b8b46b7/html5/thumbnails/20.jpg)
Want to measure the customer experience live across multiple
touchpoints?
Get in touch with TeleFactionwww.telefaction.com