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Web Development Online Customer Service
One-To-One Marketing to the Extreme: Personalizing Your Site To Each User
Value-Added Marketing on the Internet — San Francisco, CA
World Wide Web marketing is about one-to-one marketing of value-added services and information to the Internet user. One can market on the Internet most effectively by catering to the individual through customization. A number of high-profile companies on the Web are offering such “personalized” web sites, including InfoSeek (”InfoSeek Personal”), Ziff-Davis (”Personal View”), Bank of America (”Build Your Own Bank”), Amazon.com (”Personal Notification Service”), Netscape (”My Page”), and Microsoft Network (”Custom Start Page”), to name a few.
Personalizing your web site to each user gives you the opportunity to deliver a tailored message to an infinite number of target markets. Your web site can change based on the user’s buying and surfing habits, his past usage of your site, his demographics, his relationship to your company, and a multitude of other attributes which you could collect from your users online or cull from your corporate legacy databases. For example, imagine a customer who is surfing an online computer catalog and purchases a pack of floppy disks. Two weeks later he returns to the site and finds that floppy disks are “On Sale” that week. What he doesn’t realize is that he is the only person receiving the sale price, based on his recent purchasing patterns.
This type of “mass customization” makes a user’s visit more efficient and productive, thus saving him time and money. It encourages customer self-service. By catering to individual needs on a personal level, you foster self-reliance and lower support costs. Personalization also makes it possible to track visitors and correlate web site usage data with customer profiles. So not only does such a strategy allow you to do targeted value-added marketing, but also the user profiles and patterns that you collect will provide invaluable data for your marketing departments!
This in-depth, half-day workshop, is specifically designed for non-technical marketing and customer service professionals. We will:
- Explore basic concepts, terms, practices, and directions
- Examine closely a number of successful personalized web sites and analyze, in detail, the characteristics of their success
- Illustrate exactly how these companies are creating a personalized experience for each user, thus creating satisfied
customers and ultimately reducing costs, and most importantly… - Show you how to apply these techniques to your own online marketing and sales venture
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Using the Internet for Competitive Intelligence
Competitive Intelligence: PDMA Spring Conference — Minneapolis/St. Paul, MN
- Tapping into your competitors
- Benchmarking web site performance
- Competitor profiles & news
- Counterintelligence on your web site
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“Killer” Customer Service over the Internet
Internet Strategies for Customer Service and Support — Atlanta, GA
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 in 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 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 systems (e.g. FedEx) - Putting it at their fingertips: using search engines and hierarchical
indices - Personalized web pages and automated personal notification services
by email
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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Strategies for Streamlining Online Customer Service
Internet Strategies for Customer Service and Support — Atlanta, GA
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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Internet Video (panel)
Spring Internet World — Los Angeles, CA
Deploying video over today’s Internet is like teaching a dog to sing - it’s unpleasant and it annoys the dog. Nevertheless, advances in compression technology, new bandwidth reservation protocols, streaming techniques and the promise of more robust backbones and higher-capacity delivery systems make it likely to arrive sooner than you think. See the state-of-the-art today and find out what the videonet of the future might look like.
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“Killer” Customer Service over the Internet
Internet Strategies for Customer Service and Support — Chicago, IL
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 in 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 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 customizers 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 systems (e.g. FedEx) - Putting it at their fingertips: using search engines and hierarchical
indices - Personalized web pages and automated personal notification services
by email
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!
Spread the word:
Strategies for Streamlining Online Customer Service
Internet Strategies for Customer Service and Support — Chicago, IL
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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Case Study: Internet Concepts, LLC
Internet Concepts, LLC, knows that content and presentation are the two things that make one site stand out from another. They have created several award-winning sites you may have already encountered, as follows…
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Leveraging the Multimedia Capabilities of the Net
How To Market Educational Programs on the Net (IQPC) — Chicago, IL
- Importance of multimedia in “selling” your message
- Images & image maps
- Sound & video (QuickTime, MPEG, Ulaw, etc.)
- Adobe Acrobat (portable documents)
- 3-D viewer applications (Kinemage, etc.)
- Effectiveness of multimedia on the Net vs. other media:
CD-ROMs, video tapes, audio tapes
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Phone: (608) 285-6600
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Phone: (+64) 9 476-4601
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