Know Your Customers. And ENGAGE Them!
Learn how to move beyond traditional focus groups to understand and identify your customers. Understand how to find, engage and determine the needs of your customers by using the latest online research, social media and technologies.
This month we shall explore the tools and solutions offered online which allow us to better know and engage our customers. We are used to interacting with customers through corporate websites and email but what insights can we access about our customers? What role do online communities and social media monitoring play?Our speakers will showcase how to segment your customers, the best ways to reach them and understand their needs through research tools, social media monitoring and online communities. Hear case studies that demonstrate new product, service and rewards program designed via using online tools to understand customer needs. Plus discover how to track and report on your customer chatter.
Topic Highlights:
- Understand the latest insights about online customers
- Find ways to research and understand your customer and their motivations
- Explore how you can use social media monitoring to gain customer insights.
- Learn from local case studies.
Speakers:
Sandra Hanchard, Senior Analyst, Hitwise
Sandra will demonstrate how you can use demographic profiling to segment and analyse your customers, enabling you to target them more effectively. Find out how user behaviour, content, ecommerce and search behaviour changes for different demographic groupings. Plus hear a case study on how to benefit from leveraging this research.
Matt Granfield, Director, Dialogix
In June 2009, 75% of Australian internet users use a social network. Almost all of them mentioned a product or service at some stage. In all likelihood, some of them mentioned yours. Social media monitoring is like having your own personal focus group of 9 million people, and it runs 24 hours a day, 7 days a week.
Matt will show you a range of tools to help you tune in to what people are saying about your brand and show case studies of how Queensland companies including ABC Learning Centres, Breaka Flavoured Milk and regional cafe, Star Garden Town Cafe in Toowoomba are getting valuable insights and hcanging the way they do business by sorting the influencers from in the inconsequentials.
Christing McCoy, Customer Insights Advisor, Suncorp
In response to the increasing need for open, two way dialogue with customers and demand for greater efficiency in delivering meaningful consumer insight, Suncorp established their own online community, Your View, which has been running since the beginning of 2009. From her perspective as Suncorp’s Internal Community Manager, Christine will share her experiences establishing and managing Your View and will talk about the important role of the online community in supporting marketing, product development and customer service across the Suncorp group.
Tim Tyler, Senior Consultant, Resonate Solutions
Forrester Research found that online communities can be used for a range business purposes; Listening, Talking, Energizing, Supporting and Embracing your customers.
- Discover how to make customer insight actionable through adopting a disciplined approach to customer conversations.
- Learn how you can listen to, talk to, inspire, support and embrace your customers online in brand communities and in social networks.
- Discover the real world applications of insights gleaned from online communities including product development, service design and reward program operations.
- Hear examples of success from the online communities of Woolworths, Hungry Jacks, The Buzz Insurance and more.
- Understand the role Twitter plays to support online communities and engage customers.
Event Giveaways:
Make sure you put your business card in the draw at the event for your chance to take home one of our great giveaways including:
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