Screencasts Seminars

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!

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Whether you have an established website or you’re just beginning to think about one, this in-depth workshop will help you meet the new millennium head-on — with objectives, strategies, tactics, and measurable results, all in hand. Do you feel confident that your website is running at peak efficiency, dazzling customers, coming up high in search engines, generating an adequate ROI, and not leaving you exposed to unnecessary litigation?

Or, if you don’t yet have a website, are you adequately prepared to develop a solid Internet marketing plan, assemble an Internet marketing task force, create a budget and timeline, and then bring the project in on time and on budget? This seminar will introduce you to powerful and effective tips, tools, and techniques for planning and executing an effective Internet presence.

Specifically, you will learn:

• “Insider” information about other companies’ online successes,
  failures, and lessons learned
• Unique Internet marketing strategies and tactics, applied
  to your individual needs and situation
• Brainstorming techniques and hands-on exercises that
  will identify new opportunities
• How to identify and benchmark (creatively imitate) innovative
  marketing on the web
• How to apply strategic planning, project management,
  one-to-one marketing, frequency marketing, and customer
  service to your online efforts
• How to incorporate other aspects of the Internet besides
  the web, such as email and newsgroups, into your Internet
  strategy

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• Push versus pull technology
• Expanding the value of e-mail
• Web-based marketing
• Establishing linkages

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Your online enemy is no longer your competitor, but instead the information glut that fills the Internet. This session will analyze how to rise above this “data smog” to effectively capture the customer’s attention then close the sale.

• Using existing customer data to target new customers
• The targeted approach to e-mail
• The benefits of an interactive site for product testing and demonstration
• Case studies of innovative companies succeeding in new business acquisitions

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There are many thousands of online communities in the forms of discussion groups conducted over email, Usenet, and the Web. At the most basic level, businesses need to be aware of where their company, products, services, or competitors are currently discussed and how they can conduct business effectively in these discussion groups. A proactive company could actually create discussion forums, influence the discussions, and leverage them to drive traffic to its site.

Online communities can be an invaluable source of fresh content for your site. After all, content is expensive to create, so why “grow your own” when you can leverage others’ content? You can also apply strategies to incorporate content from other Web sites. Don’t simply link to outside content, which drives traffic out your back door. Instead, incorporate that content into your site through a full-text, multi-site search engine. You can even take it a step further by partnering with other sites that will offer your search engine on their site with a co-branded interface.

Internet marketing is also about one-to-one marketing of value-added services and information to the Internet user. You can market most effectively on the Internet by catering to the individual through customization. Your Web site can change based on the user’s buying and surfing habits, past usage of your site, demographics, 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.

Catering to individual needs on a personal level fosters self-reliance and lowers support costs. Personalization also makes it possible to track visitors and correlate Web site usage data with customer profiles.

This in-depth, half-day workshop is specifically designed for non-technical marketing professionals. We will discuss:

• Discussion groups, email listservers, Usenet newsgroups, Web discussion forums, and chat rooms.
• Ways to participate in, moderate, and influence online communities
• Results of how several companies carved out their own niche using search engine “spiders”
• Ways to customize your site to individual users
• How all this can affect your bottom line

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What’s the “killer app” of 1999? Will online communities continue to be the rage or are they a passing fad? Is compelling content enough to keep users coming back? These questions and more will be posed to our distinguished panel of speakers, who will help us discern substance from hype. Their differing approaches will give us a “reality check” as we compare and contrast each panelist’s strategies and the intended (and unintended) results.

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The Web can be a powerful tool for collecting detailed, up-to-date profile information about your customers and potential customers. There are many creative ways to tap in to various primary and secondary research sources. We’ll discuss how INX:

• Leverages customers, customers’ sites, employees, research firms, and online knowledgebases
• Compels users to profile themselves through online communities, personalization, and “Yellow Pages” directories
• Expanded their profiling system into an extranet
• Obtained, consolidated, and integrated multiple databases into their profiling system

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Frustrated by all the less-than-innovative talk about how to build an Internet
presence “the right way”? Do you have a map for your Internet presence when
what you really need is a compass? Does your Internet presence need a “jump
start”? Then this in-depth, half-day workshop is for you! We will introduce
you to powerful and effective tips, tools, and techniques for planning and executing
an Internet presence.

Specifically you will learn:

• “Insider” information about some major companies’ online successes and failures,
  and lessons learned
• Unique cyberbranding strategies and tactics, applied to your individual
  needs and situation
• Brainstorming techniques and hands-on exercises that will identify new
  opportunities
• How to identify and benchmark (creatively imitate) innovative brand-building
  on the Web
• How to incorporate important ideas from strategic planning, project management,
  one-to-one marketing, frequency marketing, and customer service into your
  cyberbranding efforts

Presenters:
Stephan Spencer, President of Internet Concepts LLC and
Arlene Susmilch Mayne, Executive Producer at Terabyte Interactive Ltd.

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What’s the “killer app” of 1999? Will online communities continue to be the
rage or is it a passing fad? Is compelling content enough to keep users coming
back? These questions and more will be posed to our distinguished panel of speakers
who will help us discern substance from hype. Their differing approaches will
give us a “reality check” as we compare and contrast each panelist’s strategies
and the intended (and unintended) results.

Moderated by Stephan Spencer, President of Internet Concepts LLC

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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” P.R. 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.

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