Jump-start your 2012 marketing planning in this free webinar by learning how to extend your e-commerce platform to get your customers working for you.
16.00 UK / 17.00 CET 23 November 2011 Register
In today’s tight business environment, companies cannot afford to miss opportunities to gain customer insight, and find ways of using it to engage with customers. And with even a modest online shopping site, companies have started to amass sophisticated customer databases with a great deal of demographic and purchase data included. But there is a key piece of information missing: Which customers would actually recommend you?
Knowing who are your most prolific buyers, and then adding this loyalty dimension is surprisingly easy to do, and costs little. Armed with this knowledge, you can build a small army of mavens and volunteer salespeople who will help you spread the word. And you also gain the benefits of real-time, continuous feedback, and can quickly find out what is working (or not) on your site.
In a short webinar we bring together two experienced customer service executives to discuss the importance of using this valuable tool, your e-commerce platform. Here’s a clue: you will be amazed at what you can learn by just asking your customers.
Rob and David will discuss how you can start this with low-impact initiatives, extending to fully-automated online systems, based on Net Promoter® Score. Agenda:
- Turning data from your e-commerce system into valuable customer insight
- Make the link between loyalty schemes, e-commerce and social marketing
- Continuously survey customers to recognize needed improvements in your business
- Identify advocates and turn them into customer evangelists
Length: Approximately 40 mins (30 mins presentation/10 mins questions)
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About the presenters:
- David Marklew, Companion of the Institute of Customer Service, over twenty years of senior operations and customer service management experience with major brands including HMV, Virgin, TK Maxx, specialising in service strategy, engagement and best practice.
- Robert Kerner, Director, Business Development, CustomerGauge, formerly: independent consultant, HP, John Deere