Measuring the customer experience webinar with Fredrik Abildtrup moderated by Michael Leander - 30 June 2009 - evaluation

1. EVALUATION web seminar
30-06 Measuring the customer experince
with Fredrik Abildtrup, TeleFaction

2. Featured speaker:
Fredrik Abildtrup, CEO
TeleFaction A/S

3. Brought*
to you by
*Ok to click on logos :- )

4. Summary webinar “Measuring the customer experience
to increase loyalty and retention” – 30 June, 2009
• 107 marketers from 27 countries signed up
for this FEDMA and Markedu web-seminar
• 51 people showed-up
• 11 cancelled and 45 didn’t show up
• 51 received an evaluation email
• 36 people filled out the evaluation (70,59%)
• Here are the results. . .

5. ”Evaluate speaker: Fredrik Abildtrup”
1 is bad – 7 is great
Fredrik Abildtrup’s
presentation was
very well received

6. Marketing quality and technical quality
1 is bad – 7 is great
Marketing quality
was once again
rated excellent
Technical quality
was well above
average

7. Comparing webinar June 30 to similar web
seminar in March

8. 52,63% said they are likely to recommend the
“Measuring the customer experience” web-seminar to
others
52,63% said they
would recommend the
web seminar to others

9. Did the web-seminar meet your expectations?
57,90% said their
expectations were
met or exceeded

10. Testimonials, recommendations and
constructive feedback
" This web-seminar was informative and concise.
The speaker has domain expertise and
demonstrated excellent speaking skills. The web-
seminar format is an extremely efficient, economic
and time saving method. I would definitely attend
and recommend we seminars like these.
Thank you so much.”
Due to time constraints we have not yet
asked this person if we may publish his or her name

11. Testimonials, recommendations and
constructive feedback
“Good way to poll ppl from different part of the
world”
Due to time constraints we have not yet
asked this person if we may publish his or her name

12. Testimonials, recommendations and
constructive feedback
“Fredrik Abildtrup's webinar on using customer
experience to improve customer loyalty and
retention is one not to miss. His enthusiasm and
knowledge on the subject is second to none.
I look forward to the next webinar”.

13. Testimonials, recommendations and
constructive feedback
" This web-seminar was totally new for me. But I was
surprised in a good way. It was great to attend the
seminar without going on the long trip, leaving the
work-place and to loose a lot of time. I liked it a lot.”
Due to time constraints we have not yet
asked this person if we may publish his or her name

14. Testimonials, recommendations and
constructive feedback
“This web-seminar exceeded my expectations. It
was my second web-seminar ever taken and it´s
definitely not going to be my last. In a really
efficient way it gave me the information I needed
and new ideas to think about. I´m looking forward
to many more web-seminars in the future.
Due to time constraints we have not yet
asked this person if we may publish his or her name

15. Testimonials, recommendations and
constructive feedback
“Jeg synes at jeres indledende forklaringer og
polls er en anelse irriterende.. Men ok så længe
jeg deltager gratis er jeg klar på at klikke et par
knapper og lytte til lidt reklame.”
Due to time constraints we have not yet
asked this person if we may publish his or her name

16. Testimonials, recommendations and
constructive feedback
" I liked how you created involvement and kept attention -
something very difficult if you are "online" through the
polls... A combination with a telephone conference with
better Voice replies could increase capability to ask
questions - not every pc has a mic that works :-) but it
would also increase the barrier to participate ... I liked the
overall presentation - some of the details went beyond my
interest (but that's why 2 others were involved from
Philips) Thank you
Lenght was also just right - quick setup good use of
available time. Easy enough to free time for 1hr in the
agenda...
Due to time constraints we have not yet
asked this person if we may publish his or her name

17. Testimonials, recommendations and
constructive feedback
“ An easygoing an effective webinar, highlighting
the important points in a very convenient
timeframe.”
Due to time constraints we have not yet
asked this person if we may publish his or her name

18. Testimonials, recommendations and
constructive feedback
“The problem with this webinar was the content A lot of the
content was common knowledge in the sense that the attendees
were urged to "listen" to their customers and not to their own
wishful knowledge of their brands. This is of course true, but I
would have liked for the speaker to dig a little deeper and give
some clear instructions. The Danske Bank-case was a step in the
right direction but still had a sense of common knowledge to it. If
felt like the point was 1) listen to your customers 2) analyze your
data 3) take action, and I felt a lack of solid facts and possibilities
to use in the process of measuring the customer experience..”
Due to time constraints we have not yet
asked this person if we may publish his or her name

19. Testimonials, recommendations and
constructive feedback
" This Web seminar covers not only a current key issue in
our company but also express with very simple words
/hints to answer the question "how to do it". Capturing the
customer emotion is one of the key message of Fredrik
Abildtrup which differ clearly from the CRM transaction
field; Enjoy this experience of "Webinar" which is the
closest to "Seminar" I experimented so far !
Henri Zeller, Marketing Director”
Due to time constraints we have not yet
asked this person if we may publish his or her name

20. Testimonials, recommendations and
constructive feedback
“Amazing how this is evolving. Mr. Abildtrup
clearly demonstrated a solid case for measuring
the customer experience. The bank case study was
highly interesting. I enjoyed the format, the length
of the webinar was just right. Would have liked a
B2B case study. All in all I invested 90 minutes,
which - I am sure - will prove beneficial to me and
my company.”
Due to time constraints we have not yet
asked this person if we may publish his or her name

21. Testimonials, recommendations and
constructive feedback
“Perfect mixture of theory and
practical usage.”
Due to time constraints we have not yet
asked this person if we may publish his or her name

22. Testimonials, recommendations and
constructive feedback
" The format of the seminar was excellent and being
able to participate and undertake polls was new to
me and interesting. There was tremendous echo at
times which made it difficult to concentrate.
The content was useful but could have gone deeper
into theory of customer defection and the customer
buying process.”
Due to time constraints we have not yet
asked this person if we may publish his or her name

23. Testimonials, recommendations and
constructive feedback
“Web Seminars are a useful way to reach a global
audience. The interactive elements keep
participants involved.
Due to time constraints we have not yet
asked this person if we may publish his or her name

24. Testimonials, recommendations and
constructive feedback
“Web-seminars are extremely efficient,
economic and we save lot of time.
I would like to see a live picture of the
speakers and involve the audience in a
conference call.
Due to time constraints we have not yet
asked this person if we may publish his or her name

25. Moving forward
• Great feedback, thank you. We will use it to improve the next
web-seminars
• We are working hard to identify more speakers, more interesting
topics and look forward to seeing you at one of our events.
• More web-seminars and marketing events here:
www.markedu.com

26. Marketing learnings by Michael Leander
• It is interesting to see how differently two people review the same
experience. It again goes to prove how important it is to match
speaker, topic and competence level of attendees.
• Conversion from signup to attendance is a an issue with web-
seminars as it is with regular seminars. If I may ask; why is it so
difficult to send a cancellation email, if people cannot make it or
change their mind?
• Stay tuned: http://meemoo2.com

27. Marketing events
you can afford
www.markedu.com

28. Marketing inspiration and
education you can afford
www.markedu.com

29. Contact Fredrik Abildtrup,
TeleFaction
web: http://www.telefaction.com
Magazine: http://www.returnonbhaviormagazine.com
Twitter: http://www.twitter.com/telefaction