- Outbound e-mail marketing
- Testing and measuring response
- Website considerations
- Search engines, keywords, and "landing pages"
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Press Online Customer Service
Strategies for Customer Promotions
Business-to-Business e-Marketing — Madison, WI
The Best Way To… …Plan a Vacation
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How to Build a Food Portal in Four Easy Steps
eFood 2000 — San Francisco, CA
Providing your consumers with a “portal” to a plethora of online information about food and cooking is a great way to make your web site “sticky” and generate loyal repeat visitors to your site. Four key ingredients for a successful food portal include:
- Content( both home-grown and aggregated)
- Community
- Customization
- Commerce
In this presentation we will analyze from an insider’s perspective both the BirdsEye.com site and the Recipefinder.com site, comparing and contrasting their two differing approaches to creating a food portal, and reviewing their results.
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Doing Damage Control in Online Forums
Easy to Implement Strategies for Growing Your Loyal Market Through Online Communities — Chicago, IL
Discussion forums in the forms of Usenet “newsgroups”, email- based “lists” and Web site “virtual communities” can be a powerful tool for branding. However, seldom are companies really “in control” of these online forums. The tide can quickly turn against your company: one solitary message triggering a flood of negative comments from disgruntled users. One doesn’t have to be “on the Net” to suffer the effects of negative branding on online communities. In one of the most powerful demonstrations of the influence that Usenet wields over large corporations, the “Pentium bug” PR fiasco stemmed from a college math professor’s posting to several discussion groups that he discovered a calculation flaw in Intel’s Pentium chip.
Learn:
- proactive and reactive techniques for dealing with negative posts
- how innocent company postings can backfire
- participating vs. moderating
Special Luncheon Workshop
How does my web site stack up to my consumers’ expectations? Can he/she easily maneuver through the site? Delegates will enjoy a brainstorming and open discussion assessing the effectiveness of a select number of attendees’ sites over lunch.
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When Customers Take Their Problems to Online Forums: Doing Damage Control
Implementing Effective Customer E-Mail Management Solutions — Chicago, IL
If your customers are having problems with your products or services, and if an e-mail to your support desk and/or a visit to your web site don’t give them immediate solutions, they will frequently turn to discussion forums (in the forms of e-mail-based “lists,” Usenet “newsgroups,” and Web site “virtual communities”) for answers to vent their frustration.
Unfortunately for you, seldom are companies like yours ever “in control” of these online forums. The tide can quickly turn against your company; one solitary message triggering a flood of negative comments from disgruntled users. One doesn’t even have to be “on the Net” to suffer the effects of negative branding on online communities. In one of the most powerful demonstrations of the influence that Usenet wields over large corporations, the “Pentium bug” PR fiasco stemmed from a college
math professor’s posting to several discussion groups that he discovered a calculation flaw in Intel’s Pentium chip.
Learn:
- Proactive and reactive techniques for dealing with negative
posts - How innocent company postings can backfire
- Participating vs. moderating
Post-Conference Workshop, September 17, 1999:
“Killer” Customer Service Over The Internet
This is the workshop you’ve been waiting for - a LIVE Internet connection so you can see what the buzz is all about, while an expert is Internet-based customer service explains what it all means! Customer service departments looking to “get on the Net” need to prepare for the opportunities, pitfalls, and competitive market niches that are being created in Cyberspace.
This in-depth, half-day workshop specifically designed for non-technical customer service and marketing professionals prepares you to more fully participate in the marketplace. Basic concepts, terms, practices, and directions will be clearly defined and demonstrated. A number of successful online customer service centers will be closely examined, as we analyze in detail the characteristics of their success. We’ll illustrate exactly how these companies are creating satisfied customers and reducing operational costs. And most importantly, you’ll learn in this interactive workshop how to apply those techniques to your own online customer service venture.
Demonstrations and discussions will include:
- Auto-response email
- Following up with personal email
- Answering their questions before they ask them!
- Frequently Asked Questions with answers
- Getting customers to help each other: online discussion groups
- Getting your data out there: online libraries of technical
specifications, ties with corporate system, (e.g. FedEx) - Putting it at their fingertips: using search engines and hierarchical indices
- Personalized web pages and automated personal notification
services by e-mail
Get a jump on your competition and get the solid foundation you need to succeed in this exciting new customer service venue by joining us for this one-of-a-kind workshop!
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The Dirty Dozen
It was more than the slippery chicken and limp asparagus that produced a bad case of heartburn for a group of company site managers, web developers and consultants over the conference lunch. They all related their pet peeves about company websites to Scott Kirsner for CIO, include this one from Netconcepts’ President Stephan Spencer.
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Turning Online Content, Consumers, and Competitors Into a Competitive Advantage
eFOOD '99: Marketing, Selling and Distributing Food & Beverages on the Internet — San Francisco, CA
Birds Eye strives to find new and innovative ways to help consumers plan tonight’s dinner (their primary marketing objective). To this end, we’ve taken some common online marketing strategies - content aggregation, virtual communities, and personalization - and applied them in rather unconventional (and, we’re happy to say, successful) ways. We’ll discuss how Birdseye:
- Aggregates content through a Worldwide Recipe Search Engine
- Personalizes content through a Personal Recipe Box and Personal Shopping List
- Creates virtual communities through a Recipe Exchange
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Birds Eye Brings a Little Wow! to the Internet
Meal planners, a recipe box and shopping lists, entertainment for young visitors, as well as nutritional news and product information, the new Birds Eye website - designed by Netconcepts - offers visitors a personalized shopping experience.
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Turning Content, Consumers, and Competitors Into Competitive Advantage
Beyond the Banner — Chicago, IL
Birds Eye strives to find new and innovative ways to help consumers plan tonight’s dinner (our primary marketing objective). To this end, they’ve taken some common online marketing strategies — content aggregation, virtual communities, and personalization — and applied them in rather unconventional (and, we’re happy to say, successful) ways.
In this session we will discuss how Birds Eye:
- Aggregates content through their Worldwide Recipe Search Engine
- Personalizes content through their Personal Recipe Box and Personal Shopping List
- Creates virtual communities through their Recipe Exchange and Web forums
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Strategies for Streamlining Online Customer Service
Call Center Net '99 — New Orleans, LA
How can you get the most out of your online customer service? This extraordinary presentation will demonstrate a combination of both automated and self-regulating methods for providing customer service online. You will discover that you can significantly reduce your staffing costs with these techniques :
- Auto-response email boxes
- Frequently Asked Questions (FAQs) with answers
- Integrating your FAQs with email responses
- Email newsletters/announcements
- Email-based discussion groups (”listservs”)
- Web-based discussion groups
- Usenet-based discussion groups (”newsgroups”)
- Intelligent search engines for your web site (both keyword- and concept-based)
- Online databases that can be updated automatically by your customers via the Web
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HEADQUARTERS
2820 Walton Commons West, Suite 123
Madison, WI 53718 USA
Phone: (608) 285-6600
Toll-free: 888 207-1109
REGIONAL OFFICE
36 Anzac Rd., Browns Bay
Auckland, New Zealand
Phone: (+64) 9 476-4601
infodesk@netconcepts.com