News & Events: On-demand Webinars
The Impact of Customer Support on eBusiness Performance  |
| The Big Brand Bang: How Your Web Site Impacts Your Brand |
| The eBusiness Research Roadmap: Knowing the Route, Driving Success |
| How to Stay on Top of the VoIP Service Quality Game? Results of the First Comprehensive Benchmarking Study of Internet Telephony |
| Keeping Transactions Flowing Smoothly: How Online Retailers are Serving Customers Superior Service Levels and A Quality User Experience |
| Searching for the Perfect Search Engine |
| Top Findings About the Leading UK Online Retailers |
| Best Practices in Cross-Selling and Up-Selling Online |
| Empowering Customers, Enhancing Loyalty: How Market Leaders Are Managing Online Service Levels in Today's Credit Card Industry |
| The Complexities of Customers: How Consumers Shop, What They Expect When Booking Travel Services on the Web |
| Building Loyalty, Building Market Share: How Market Leaders
Are Managing Service Levels in Today’s Online Banking Industry |
| The Keynote State of the Web Address: From Customers to the Competition |
| The Buck Stops Here: Consumer Expectations for Financial Services in the Online World |
| The Online Dating Game: Are You On A Blind Date With Your Customers? |
| Location, Location, Location. Managing the Geographically-dispersed e-Business. |
| How a Billion Dollar Industry Gets it Right |
| Choreographing the Online Customer Experience |
| Learn from the Pros: Top Findings About the Leading Online Retailers |
| Research-Directed Marketing: Minimizing Risk. Maximizing Profits. |
| Create Loyal Customers with Better Online Customer Support |
| Your Online Customers are Talking. Are You Listening? |
| Ranking the Search Engines: How Performance, Perception and Satisfaction Drive Loyalty |
| Conquering the Competition: Tips and Tricks to Online Competitive Research |
| 6 Steps to Online Marketing Nirvana: Understanding the Impact Your Web Site has on Your Customers |
| Online Marketing: From Good to Great |
| Exploring Online Travel |
Date: November 1, 2005, 10 am PST The Impact of Customer Support on eBusiness Performance Customer support - whether online or offline - has a greater impact on eBusiness performance than the conventional wisdom would suggest. In fact, aside from the actual product or service being sold, how a company delivers and messages customer support has the greatest impact on customer loyalty. Keynote Systems, the leader in eBusiness performance management, has conducted dozens of studies examining the online behavior of consumers and consistently finds customer support to be a significant driver of customer purchase intentions and brand perceptions. Even small differences in messaging about customer support on your Web site can significantly impact customer attitudes and behavior. In this webinar, Lance Jones, a research consultant with Keynote Systems and an expert in online customer behavior, examines:
Join us as we test the conventional wisdom, and demonstrate how online customer support can help improve your eBusiness performance. |
| Date: October 11, 2005 10:00am PST The Big Brand Bang: How Your Web Site Impacts Your Brand Regardless of whether or not the Web represents a large or fast growing segment of your sales, your company's web site has a tremendous impact on your brand. Studies show that the Web is more impactful to brand than almost any other medium. In fact, your company's website can do more to harm - or to bolster - your brand than any other marketing or advertising program you invest in. In this webinar, Dr. Bonny Brown of Keynote Systems, a recognized expert in customer interaction with the Web, explores the impact of web sites on brand perceptions. This webinar will examine:
This webinar will also offer an in-depth look at how financial institution and luxury auto brands are effected by their web sites. |
Date: Replay Available August 23 The eBusiness Research Roadmap: Knowing the Route, Driving Success Without proper research, businesses are partially blinded to the challenges and opportunities before them. For the marketing professional, a strong working knowledge of research strategies and techniques is essential for success. In this webinar, Dr. Bonny Brown, Director of Research at Keynote Systems, provides an overview of The Research Roadmap for eBusiness, outlining proven methods for designing and executing an effective research program. The webinar will examine:
Replay Here : https://amawebcasts.webex.com/amawebcasts/onstage/tool/record/viewrecording1.php?EventID=335662079 |
Date: Replay Available July 12 How to Stay on Top of the VoIP Service Quality Game? Results of the First Comprehensive Benchmarking Study of Internet Telephony Are you ready to capitalize on the growing residential adoption of VoIP? As you roll-out VoIP within your organization, are you confident that you can provide employees and customers crystal-clear communication and dial-tone reliability that they have come to expect from traditional telephone service? Join us for this complementary webinar by Keynote Systems, to understand service quality pitfalls you should address when rolling out VoIP to your residential customers or within the enterprise. This first-of-its-kind study captures critical performance factors that affect the end-user experience while placing coast-to-coast calls using leading VoIP providers on various underlying T1 carriers, residential DSL and cable. VoIP providers and network carriers can gain insight into how end-users perceive their service relative to other competitors and traditional telephone service. Furthermore, providers and enterprises can implement industry-wide best practices and build a VoIP monitoring solution to:
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Date: Replay Available June 22 Keeping Transactions Flowing Smoothly: How Online Retailers Are Serving Customers Superior Service Levels and A Quality User Experience Many brick-and-mortar retailers today rely heavily on online transactions and other Web applications to help maintain the integrity of the brands they have built offline. However, what happens when these online services become unavailable or perform sporadically? Years spent building a company's brand can be negated by just a few hours of degraded transaction performance. Significant revenue is also on the line, with online shoppers spending over $23.2 billion during the 2004 holiday season. Discover how leading retailers have adopted Service Level Management (SLM) best practices to capitalize on their online presence. During this live, interactive webcast, you will gain deep insight into how your Web site performance compares to your competitors and what you can do to enhance your competitive edge. In this webcast, you will gain a detailed understanding of:
Register Today and you will be able to apply industry best practices to your own business to improve online customer experience, and capitalize effectively on the increased spending during the coming holiday season. Join us to learn the answers to these questions, and more. |
Date: Replay Available June 21 Searching for the Perfect Search Engine Whether on a search engine or on a retail, travel or banking website, the search process is critical to customer satisfaction. Keynote Systems, the Internet Performance Authority, has conducted studies of more than 200 leading websites and examined the online behaviors of tens of thousands of customers. In those studies, Keynote has found that the search process consistently ranks as one of the leading drivers of overall customer satisfaction. A successful, satisfying search process means customers are more likely to find and purchase products and services. In this webinar, Lance Jones, a senior research consultant and expert in online customer experience at Keynote Systems, explores the customer's interaction with search engines both at leading search engines and at leading e-commerce sites. Drawing on insight from dozens of studies, he will explore:
Please join us for what is sure to be an interesting and informative trip into the consumer's searching mind. Join us to learn the answers to these questions, and more. |
Date: Replay Available June 7 Top Findings About the Leading UK Online Retailers UK Retailers are experiencing a slowdown in sales. Higher interest rates are often blamed for this economic downturn. But the online retail sector is still seeing growth. British consumers are increasingly using the Internet for their retail purchases, as reports show a 123% increase in UK online sales figures from 2003 to 2004. 1 For these reasons, UK retailers who want to capitalize on this growth opportunity should sharpen their focus to the online retail sector. Additionally, US retailers who are looking to expand their businesses internationally should keep a close eye on the needs of UK consumers so that they too can capture new business and grow their brands. So, how do retailers in the UK market make the most of their online presence to drive online purchases and customer satisfaction? And which sites are making the most progress in these areas already? To answer these questions, Keynote Systems, the Internet Performance authority, will host a webinar, providing marketing and e-business executives in the retail industry with an exclusive and intimate look at the UK online retail industry. Dr. Bonny Brown, Director of Research at Keynote Systems, will examine the specifics of how UK consumers research and purchase online - and what their expectations are from retail websites. Drawing on Keynote research in the UK and US retail industries, she'll explain:
Take advantage of this unique opportunity to learn more about what consumers truly think about you and your competitors. 1 Visa International, June 2004 Join us to learn the answers to these questions, and more. |
Date: Replay Available May 19 Best Practices in Cross-Selling and Up-Selling Online Understanding customer expectations and behaviors is essential to cross-selling and up-selling. Yet, on the Web, a different set of expectations and behaviors may apply, making the task even more challenging. With competitors just a click away, the Web is perhaps the most competitive sales channel. So how does a company effectively cross-sell and up-see in such an environment? Keynote Systems, the e-business performance authority, has conducted studies across more than 200 leading Web sites and examined the behaviors of more than 20,000 customers online to determine best practices for cross-selling and up-selling. In this webinar, Dr. Bonny Brown, a behavioral psychologist and Director of Research at Keynote, taps into that knowledge and examines:
Please join us for what is sure to be an interesting and informative exploration of customer purchasing habits. |
Date: Replay Available Thursday April 28th Empowering Customers, Enhancing Loyalty: How Market Leaders Are Managing Online Service Levels in Today's Credit Card Industry Convenient online services such as balance inquiries, viewing transactions, managing profiles, etc., have helped credit card companies build customer loyalty and enhance brand affinity. At the same time, these self-service capabilities have enabled credit card companies to improve their cost structure and capitalize on their Internet presence. However, what if these same online services become unavailable or perform sporadically? Years spent building a company's brand can be negated by just a few hours of degraded transaction performance, and can result in lost customers. What can you do to protect and enhance the brand you have built over the years? How can you manage the performance and reliability for your key online services? Discover how credit card industry leaders have adopted services level management best practices to capitalize on their online presence. During this live, interactive eSeminar sponsored by Keynote Systems - an independent, trusted, third party in e-business service level management - you will gain deep insight into how you compare relative to industry leaders and what you can do to improve your competitive positioning. You will walk away with a detailed understanding of:
Our analysts, recognized in the industry for their performance management expertise, will elaborate on design and performance characteristics demonstrated by industry leaders and provide actionable guidance to improve reliability of your key online services. Armed with this information, you can implement industry best practices to improve your competitive edge, protect revenue streams and enhance brand loyalty. Join us to learn the answers to these questions, and more. |
Date: Available Now--Web Replay The Complexities of Customers: How Consumers Shop, What They Expect When Booking Travel Services on the Web Sometimes it's hard to believe that your customers are not accidental tourists. That there actually is a method to their madness. In this webinar, Dr. Bonny Brown, a behavioral psychologist and Director of Research at Keynote Systems, explores the thinking and behavior of your customer. Drawing on insight from dozens of in-depth research studies in which Keynote captured the attitudes and behavior of more than 20,000 consumers, Dr. Brown will map how the consumer books travel online. Dr. Brown will examine the specifics of how consumers shop for travel services online - and what their expectations are from travel industry websites. Drawing on Keynote research in the airline, hotel, cruise, rental car and online travel agency industries, she'll explain:
Please join us for what is sure to be an interesting and informative trip into your customer's mind. Join us to learn the answers to these questions, and more. |
Date: Available Now--Web Replay Building Loyalty, Building Market Share: How Market Leaders are Managing Service Levels in Today’s Online Banking Industry Online banking has become a critical component of the customer's banking experience. In modern banking, many customers never see a teller and conduct most of their banking transactions online. However the experience you provide through your online banking site can mean the difference between retaining customers and losing them to a competitor. In an increasingly competitive market, how can you determine that your key online transactions compare favorably to competitors? And, more importantly, what can you do to improve your standing and grow market share? During this live, interactive eSeminar you will learn about the service level management techniques used by leading banks to capitalize on their online presence. Sponsoring this event is Keynote Systems, an independent, trusted, third-party in e-Business service level management. This free Webinar will provide answers to such questions as:
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Date: Available Now--Web Replay The Keynote State of the Web Address: From Customers to the Competition In this webinar, Keynote Systems, the leading provider of eBusiness management services, examine the "State of the Web" and how that impacts your customers, your competition and your business. Combining insights gathered from more than two dozen industries and more than 200 leading Web sites, as well as research with more than 25,000 consumers, Keynote will deliver its annual assessment of the Internet environment. The Keynote State of the Web is essential knowledge for every eBusiness professional. This webinar will answer critical questions, including:
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Date: Available Now--Web Replay The Buck Stops Here: Consumer Expectations for Financial Services in the Online World Consumer decisions are increasingly being influenced by the online channel - and everyday more and more consumers are choosing to manage their financial accounts online. How do these trends effect the decisions of prospective customers and the brand experience of existing customers? In this webinar, we’ll discuss the findings of Keynote customer experience research across the financial service industries, giving specific insights to the online banking, credit card and brokerage services industries. We’ll provide insights into key questions, such as:
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Date: Available Now--Web Replay The Online Dating Game: Are You On A Blind Date With Your Customers? Online dating services are faced with unique challenges, among them the impact of customer expectations and dating experiences upon brand, customer satisfaction and membership growth. How do the best online dating services successfully manage expectations and experience to improve customer satisfaction? In its latest syndicated research study, Keynote examines what the leading online dating services are doing right—and wrong— and how that impacts customer satisfaction and the purchase decisions of prospective customers. In this webinar, we’ll review the findings of the Keynote CE Rankings for Online Dating and sites such as Yahoo! Personals, Match.com and True. Keynote’s customer experience management professionals will discuss best practices from across the industry and provide insight into:
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Date: Available Now--Web Replay Location, Location, Location. Managing the Geographically-dispersed e-Business. How are global corporations improving productivity across branch offices, partners, and high value institutional clients? Tune in to Keynote's upcoming webcast to learn more about cutting-edge Service Level Management techniques to enhance effectiveness across the extended enterprise. |
Date: Available Now--Web Replay How a Billion Dollar Industry Gets it Right A complicated offline buy quickly becomes insurmountable for consumers when transferred to the online world. Knowing this, the online hardware industry has invested in “keeping it simple” and now represents a multi-billion dollar industry. In the latest syndicated research study, Keynote CE Rankings (formerly Vividence) has uncovered what the leading hardware vendors are doing right—and wrong—to enhance the online customer experience and generate sales. Join us as we dissect the web sites of Amazon, Best Buy, Dell, HP and more through the eyes of over 2000 customers. And more importantly, learn how to apply the best practices from these industry heavy hitters to your e-business bottom line.
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Date: Available Now--Web Replay Choreographing the Online Customer Experience Sites that create the best online experience integrate customer guidance across their navigation, design and content. Your site must engage and excite your visitors while all along serving as a marketing vehicle that advances your company's strategy. This talk explores:
Attend and learn how applying customer guidance principles to your Web site can be the final step between satisfied users and abandonment. |
Date: Available Now--Web Replay Learn from the Pros: Top Findings About the Leading Online Retailers Hear the findings from the latest Vividence Retail Syndication Study. This study examined the top 20 online retail sites and captured best practices across the board. Join us and see how you can apply these best practices to your business. |
Date: Available Now--Web Replay Research-Directed Marketing: Minimizing Risk. Maximizing Profits. The fundamental benefit of any research is that it minimizes risk. Pair that with the right market research and you’re armed with true power. But how long should it take? How much should it cost? And where do you start? Learn the answers to these questions by |
Date: Available Now--Web Replay Create Loyal Customers with Better Online Customer Support The best online support sites begin with truly understanding their customers' needs. A well-developed customer support system saves money, increases overall satisfaction, and ultimately retains customers. |
Date: Available Now--Web Replay Your Online Customers are Talking. Are You Listening? Why do customers come to your site? What site experiences leave them most satisfied? What site paths lead to conversion? To be successful online, you must answer these questions. Discovering the "whys" behind your customer's actions when paired with log file and metric reports provides a complete customer picture. |
Date: Available Now--Web Replay Ranking the Search Engines: How Performance, Perception and Satisfaction Drive Loyalty Here the latest findings from the Vividence CE Ranking for the Search Engine Industry. The presentation discusses overall performance metrics and brand perceptions as well as uncovers the drivers behind brand affinity and customer loyalty. |
Date: Available Now--Web Replay Conquering the Competition: Tips and Tricks to Online Competitive Research How do you stack up to the competition? This webinar explores how to effectively benchmark your Web site against your competition. It discusses how to move beyond informal practices that yield questionable results to a standardized method that produces actionable insights into your competitions' online strengths and weakness. |
Date: Available Now--Web Replay 6 Steps to Online Marketing Nirvana: Understanding the Impact Your Web Site has on Your Customers Armed with actionable insights into the "what and whys" of you Web site will allow you to improved your online marketing channel with marketing initiatives that drive your business, increase customer loyalty, and reduce costs. Start making strategic enhancements to your Web site It's easier than you think. |
Date: Available Now--Web Replay Online Marketing: From Good to Great This web cast demonstrates how marketers can adopt a more formal process for developing Web sites and online marketing campaigns-going beyond hits, clicks, and abandonment rates. |
Date: Available Now--Web Replay Exploring Online Travel To master the art of packaging vacations, companies must first understand the complexities of the travel consideration and purchase process. PhoCusWright and Vividence monitored the experiences of 1,500 consumers capturing users' behavior and feedback providing insights into how travelers respond to current travel package offers. |
| For information regarding Keynote events, contact Adriann Henderson at adriann.henderson@keynote.com. |
