John Dumas of Foviance will be presenting: How to create a great web experience: Get more from your website and landing pages

Discover how to get more from your website and landing pages by attending this session. Topics include:

• Usability best practice
• The latest tools to analyse and improve website performance
• Improving landing pages and users experience

Richard Sedley is presenting: Social media: Latest trends and techniques

Discover the latest in social media. This session includes:

• How to build a social media plan for your organisation
• Suitable tools and platforms
• Measuring the effectiveness of social network marketing

For the session, we have chosen to conduct research using a panel of more than 200 players and punters in order to better understand how they think organisations should be focusing their efforts in order to deliver improved CRM and loyalty.

On a similar note and to ensure that our clients get the best out of the research, we have chosen to let them set the agenda and tell us what three questions they would like answered by the players and punters, so that we can include them in the research.

We will collate all the questions, group them appropriately and then build them into a survey which our gaming consultants will then conduct among our panel of players and punters.

The research will form a significant piece of work, comparable to that which we would typically carry out for our gaming clients. Therefore we encourage our clients to put some real thought into what they’d like to gain from the research that might help with the shaping of their CRM strategy.

At ICE we will be presenting the generic results from the survey, however as a follow up we will also be the offering the opportunity to all our clients to sit down in a one-to-one meeting to understand what players and punters said about their organisation specifically, and to understand how that feedback compares to our averages.

So, if you’re representing the gaming sector why don’t you send across your three burning questions that you’d like answered to help to inform, design and assess your CRM/loyalty strategy to Jamie Barnett Or if you wish to discuss it in ore depth, call contact me on 0845 054 6500.

This article was written as part of the Foviance December 2010 newsletter

Richard will be talking about the use of social psychology in digital design, drawing on examples from the increasingly popular field of behavioural economics. He’ll ask the question, what are the ethics of ‘design for behaviour’?

The event rund from 6.30-8.00pm  and is sponsored by Ultraspeed

User experience is the evolution of usability. Adopting a user-centred approach has moved on from making web sites easier to use and become a crucial part of understanding customer behaviour and developing digital strategy. The NMA Live event will look at the benefits of adopting a user-centric approach and how to go about doing so.

Guy Stephens, Senior Consultant, Foviance will be speaking about:

Managing customer complaints in social media

Guy will draw from experience setting up Carphone Warehouse’s customer service social media strategy to highlight how best to manage complaints online. In addition, Guy will focus upon the need for close working across company departments, and how best to manage social media complaints on this basis.

Catriona’s session will include:

Web Development & Content Management

Getting your website strategy right
- Optimising your website for maximum interactivity and usability
- Integrating your website and supporter database
- Engaging and embedding a new kind of giving and sharing culture for future generations
- Utilising video resources for an effective call for action

Catriona Campbell – Usability Expert
FOVIANCE

Jackie Brambles – Media & video expert
BROADSTANCE MEDIA

Topics will include:

• Customer Trends – Impact of Mobile Services & Social Media – Guy Stephens, Senior Foviance Consultant, will be speaking at this session.
• Leadership & Strategy
• Customer Service in the Cloud
• Service to Sales
• Has the contact centre finally grown up?
• The How and Why of Customer Satisfaction
• Employee Engagement
• Sourcing Solutions – Old Myths & New Challenges

Guy Stephens, Senior Consultant and Foviance will be speaking at 2.30pm on:

How IFAs and Financial Product Providers can use Social Media to provide outstanding Customer Service

Content is converging across channels. Brands, agencies and publishers must understand how the production of print, digital, mobile and social media will respond to the needs of integrated media and marketing communications.

Neil Mason, Director of Analytical Consulting at Foviance will be holding a session on Customer Acquisition: How to optimise marketing spend across channel & deliver long term value:

• How to set yourself up for success by finding the value in your multi-channel data
• Understanding  how advertising awareness impacts new & repeat purchases
• How your customers online behaviour should be analysed in context with the offline world

The impact of social media on multi-channel service delivery – getting the customer what they want, where and when they want it!

Guy Stephens - Senior Consultant,Foviance will bea speaking at 10.30am on:

The Social Call Centre: The shape of things to come?

Social media is changing the way customers engage with companies, and in many instances customer service is being pushed to the forefront of that transformation.

• What shape are you?
• What are your children doing?
• Social media is a mindset not a toolset