EVALUATIONCustomer loyalty and customer

retention web-seminar

Featured speaker:Peter Winther, Winholistichttp://www.winholistic.dk

Summary loyalty & retention marketing web-seminar18th. November 2008

• 31 people from 17 countries joined this FEDMA and Fokus Integrated web-seminar

• 19 people showed-up• 18 received an evaluation email• 28% did not respond• 13 started and 12 completed the evaluation

• Here are the results

”Evaluate the speakers”1 is bad – 7 is best

4,67

5,00

4,92

4,00

5,08

4,92

5,08

5,17

Contents

Speech

Overall

Relevance

Evaluation of the speakers

Peter Winther Jørgen Andreassen

Overall score was well over

average

The marketing of the event was received quitewell – room for technical improvements

More than 46% thought that the

marketing process was outstanding

67% are likely to recommend the customer loyalty and retention marketing web-seminar

Mixed feedback on the web-seminars ability to meet expectations

1 out of 4 attendees expectations were

not fulfilled

Selected constructive feedback

pls work on the voice level, intonation tactics of the presenter in order to be more interactive and

interesting; always translate abbreviations; I had the feeling that the company presentation time was a bit longer, maybe we were 2 impatient for the case study.

That was my first web seminar and I enjoy it.

A very interestingseminar for a pharma

marketer

I wouldn't say that it blew me away because I have been digging into the subject for some time. However,

what I did gain from it was a more profound understanding of what can/should be focused on. The

information communicated is invaluable and will certainly help me to develop the loyalty strategy for my

company

need to work on technical quality (sound) presentations could be crisper, more to the point, shorter! could be more interactive -- i.e. do mini-surveys in-between with the participants on themes that are presented.

• Great feedback, thank you. We will use it to improve the next web-seminars

• In 2009 members of the Marketingboss group on Xing can look forward to more interesting web-seminars

• We will particularly work on;– Training of speakers to prepare speakers for the ”odd” experience it is

speaking on a web-seminar for the first time (really, it is much like speaking to the wall – it takes getting used to)

– The length of web-seminars

– Sound and technical issues – but we won’t be able to fix all of them as there are too many prerequisites involved in order for every single participant to enjoy the exact same flawless experience

Moving forward

• Conversion from signup to attendance is a real issue with web-seminars as it is with regular seminars. We only converted 61% . We can do better. – More reminders?

– Communicate 1to1 with people outside the time zone?

– Create bigger expectations with a risk that expectations won’t be fulfilled?

– Incentivize show-up? Certificate of Attendance?

• Communicating the time of event to people in many countries is a challenge.

• Teasers?

• Stay tuned: http://www.fokusintegrated.com/meemoo2/

Marketing learnings by Michael Leander