Meeting Archive:
Metrics to Understand the Cross-Channel Customer

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Meeting Description:

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 will show 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

Speakers:
Larry Freed, President and CEO, ForeSee Results
Anna Carbonara, moderator, American Marketing Association

 

 

 

 

 

 

 

 

Details
Date: Wed, Nov 10, 2010
Time: 12:00 PM CST
Duration: 1 hour
Host(s): Anna Carbonara
 Presenter Information
ForeSee Results
Speaker Photo


Larry Freed
Speaker Photo

Larry Freed is President and CEO of ForeSee Results, a leading customer satisfaction management company with solutions based on the American Customer Satisfaction Index (ACSI). With nearly 20 years senior management experience, Mr. Freed has directed numerous e-commerce and technology initiatives. An expert on web customer satisfaction, he is a frequent commentator on measuring online customer satisfaction and has been quoted in numerous publications and media, including: The Wall Street Journal, The Washington Post, Internet Retailer, Computerworld, ClickZ, Information Week, Investor’s Business Weekly, CNN, CBS Market Watch, CRM Today, Destination CRM and Federal Computer Week, among others.