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!
Filed under: Online Customer Service Seminars
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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
Filed under: Ecommerce Online Customer Service Seminars
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Business to Business Marketing on the Internet — San Diego, CA
Are you absolutely sure 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? Step-by-step, you’ll learn what areas to audit in your Internet presence, including: Legal and procedural, Public Relations, Financial, Performance and Reliability, Customer Service, Internet Marketing Task Force, Technical user Experience, Accessibility, Content, Community, “Findability”, e-Commerce, Privacy, Security and last but not least Y2K.
This interactive workshop will give you hands-on experience on:
- Where and how to begin the evaluation process
- What to audit and how often
- Tools and resources to use in auditing
- Benefits of auditing, risks of not auditing
- Turning measurements and recommendations into an implementation plan
- Applying all these tools and principals to your specific needs
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Business to Business Marketing on the Internet — San Diego, CA
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 corporate customer’s attention and then close the sale.
- Exploiting your existing customer data to target new customers
- The targeted effectiveness of email
- Constructing an interactive site for product testing and demonstration
- Case studies of innovative companies succeeding in new
business acquisitions
Filed under: Ecommerce Seminars Website Audits
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Performance Measurements for Web Business -- Turning Your Internet Site Into an e-Business Profit Center — Chicago, IL
Are you absolutely sure that your Web site 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? Step-by-step, you’ll learn what areas to audit in your Internet presence, including: legal & procedural, public relations, financial, performance & reliability, customer service, Internet marketing task force, technical, user experience, accessibility, content, community, “findability”, e-commerce, privacy, security, and last but not least Y2K.
This interactive workshop will give you hands-on experience on:
- Where and how to begin the evaluation process
- What to audit and how often
- Tools and resources to use in auditing
- Benefits of auditing, risks of not auditing
- Turning measurements and recommendations into an Implementation Plan
- Applying all these tools and principles to your specific needs
Filed under: Seminars Web Development Web Marketing Website Audits
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Performance Measurements for Web Business -- Turning Your Internet Site Into an e-Business Profit Center — Chicago, IL
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. Greg Stromberg and Stephan Spencer will discuss how INX International Ink Co.:
- Leverages customers, customers’ sites, employees, research firms, and online knowledge bases
- 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
Post Conference Workshop Wednesday, June 30, 1999:
How And Why To Audit Your Web Site
Are you absolutely sure that your Web site 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? Step-by-step, you’ll learn what areas to audit in your Internet presence, including: legal & procedural, public relations, financial, performance & reliability, customer service, Internet marketing task force, technical, user experience, accessibility, content, community, “findability”, e-commerce, privacy, security, and last but not least Y2K.
This interactive workshop will give you hands-on experience
on:
- Where and how to begin the evaluation process
- What to audit and how often
- Tools and resources to use in auditing
- Benefits of auditing, risks of not auditing
- Turning measurements and recommendations into an Implementation Plan
- Applying all these tools and principles to your specific needs
Filed under: Ecommerce Seminars Web Development
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Measuring & Evaluating Your Internet Marketing Mix — San Francisco, CA
Are you absolutely sure that your Web site is running at peak efficiency, dazzling customers, coming up high in the search engines, generating an adequate ROI, and not leaving you exposed to unnecessary litigation? Step-by-step, you’ll learn what areas to audit in your Internet presence, including: legal & procedural, public relations, financial, performance & reliability, customer service, Internet marketing task force, technical, user experience, accessibility, content, community, “findability”, e-commerce, privacy, security, and last but not least, Y2K.
This interactive workshop will give you hands-on experience on:
- Where and how to begin the evaluation process
- What to audit and how often
- Tools and resources to use in auditing
- Benefits of auditing, risks of not auditing
- Turning measurements and recommendations into an Implementation Plan
- Applying all these tools and principles to your specific needs
Filed under: Ecommerce Seminars Web Development Website Audits
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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
Filed under: Ecommerce Online Customer Service Seminars
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Next Generation Web Sites — San Diego, CA
Is your web site proliferating into something you didn’t anticipate or plan for (what one might call “viral growth”)?
Are the concepts of a critical path, the triple constraints, a Gantt chart, or statistical methods for estimating resource requirements foreign to you? The answer is probably yes, unless you’re a career project manager. But as Internet marketers, we have become Web site project managers, whether we like it or not. We must adapt, or risk extinction. And the projects we manage are quickly mushrooming. This not-too-technical session is jam-packed with essential tools, tips, and techniques for effectively managing any Internet project, whether it encompasses content, community, commerce, or all of the above.
Filed under: Seminars Web Development
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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
Filed under: Online Customer Service Seminars
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