Overtone Webinar Series
How Online Customer Feedback Best Practices Can Help You Listen and Respond
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Do You Hear What Your Customers Are Saying Right Now Abo t Your Company?
During this webcast, you’ll hear how Yahoo! established an online customer feedback program and about the impact it has had on their business. You’ll learn what all marketing professionals should know about online customer feedback best practices and understand how to collect, analyze and report customer experiences in order to better guide your decisions regarding loyalty programs, customer care and product development. If listening and responding to direct customer feedback is good business, shouldn’t you be listening too?
Speakers:
Devon Child, Senior Product Manager,
Yahoo! User Education & Feedback, Global Network Services
Neil Patil, Chief Marketing Officer, Overtone, Inc.
Anna Carbonara, Moderator, AMA
Voice of the Customer Best Practices Across Multiple Channels
Voice of the Customer Best Practices Across Multiple Channels
Understanding the customer experience at every brand touch point including the broader social media is challenging. If you could understand the Voice of the Customer across all channels, you could optimize loyalty and overall customer lifetime value. Forrester Research Analyst, Bruce Temkin, will present the latest findings within their customer experience index across industries as well as best practices for implementing a VoC program within your business. Overtone's CEO, Craig Brennan, will present case studies of top ranked companies who have successfully implemented a VoC program to drive customer experience improvements.
Turn On, Tune in, and Crank Up Social Media Listening for Product Management
Perfect Pitch: Turn On, Tune in, and Crank Up Social Media Listening for Product Management
People are talking about your company’s product everywhere online. Buried in these conversations are insights on consumer sentiment and trends. Insights that will help you develop better, smarter products exceeding your customer’s expectations. In this webinar, Craig Brennan from Overtone shares best practices for systematically listening to customers and prospects (through both direct feedback and social media) and extracting quantifiable, actionable insights. Brennan will walk you through the listening process: Audit, Strategy, Solution. The exact same process leading brands use to continually measure and analyze consumer sentiment and get those insights to people in the organization who can act on them. An introduction from Therese Padilla of the AIPMM and extensive question and answer session bookend the program.
Listening Audit: 5 Steps to Jumpstart Customer Listening
Brand managers, corporate strategists, product managers, and any executive tasked with social media strategy — Listen up! This webinar is for you.
Go search Twitter.com right now and you’ll find consumers talking about your brand. On Amazon.com, they're reviewing your products. They're kibitzing in Yahoo groups and showing their out-of-box experience on YouTube. These are just a few of the social media technologies that have fundamentally and irrevocably changed the nature of business. Are you listening to these conversations? A better question is: What are you listening for?
In this exclusive webinar, Dave Meader, adjunct faculty at the University of California – Berkeley's Haas School of Business, and Principal of Meader Consulting Group shows how to conduct a systematic audit of your company’s listening channels. Dr. Meader explains how to lay the groundwork for invaluable customer insights from a company’s direct feedback channels and from social media. More importantly, Dr. Meader discusses the organizational strategies you need to get these insights out of the analysts’ cube and into the C-Suite.
Competing on Social Media Analytics: 3 Must-have Metrics
You may be listening to social media, but what are you listening for? In this exclusive presentation, Overtone and Turner DeVaughn show how to make sense of customer conversations in social media to develop and deliver an unbeatable value proposition. Learn how you can leverage social media insights to deliver what your customers really want and what they’ll pay to get it.
It’s all about listening to – and hearing – your customers in a new way. Many marketing and sales people think they already do this. Hold a couple of focus groups and online panels and check off the box. But customer listening is more than just a best practice for projects; it is a continuous business function critical to developing, sustaining and articulating a value proposition that resonates. Gathering vital feedback every day enables you to deliver a better customer experience. It also gives you the insights and market-based metrics to drive irresistible pricing and business model innovation.
The Care and Feeding of Influencers
Influencers are loosely interconnected individuals who ignite, fuel and direct online conversations. Some are easy to spot: journalists, scholars, analysts, and resellers are all influencers. Good communication strategies include programs to engage them. But a new class of influencer has arisen with the explosion of social networking. Highly connected citizens, amateurs and entrepreneurs who are driving the conversation about your brand on twitter, forums, blogs and mini online publishing empires. If you’re in marketing, product management, or communications and tasked with customer engagement and/or social media, you need a comprehensive and sustainable program to engage these influencers. And you need an integrated listening system to measure and manage your results.
Join us for a live, hour-long executive webcast on how to systematically:
- Cultivate influencers through direct feedback channels, company sponsored communities and the social media world.
- Identify, acknowledge, engage, and hold tight to your influencers.
- Leverage your influencer outreach efforts to further your business objectives.
Social Media Anxiety? Listen First.
People are talking about your brand right now. On forums, blogs, and twitter, the conversation is happening, and you ignore it at your peril. Your competitors may already be part of the conversation and are building relationships that may squeeze you out of the market. But how can you participate in the conversation without putting your foot in your mouth? What you are feeling is Social Media Anxiety Disorder. You’re not alone, many of the world’s leading brands struggle to get a handle discussions taking place on the "Social Web." To effectively participate seems like an impossible task.
Cheer up, Overtone has the cure for what ails you. See how our integrated listening system can give you a panoramic view of your brand as it exists on the Internet. You’ll also learn the exact strategies you need to engage “The Groundswell” of consumer social networks directly on the Internet.
In this webinar "Listen First" you will learn how to:
- Understand the complexities of online consumer sentiment and attitudes online.
- Analyze customer conversations in any electronic channel (web, email, forums, reviews sites, blogs, etc.)
- Deploy an integrated listening system across all your brand touch-points in a matter of weeks, not months.
- Engage customers with consistent, relevant and impactful messages.
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