Another great eMetrics show in DC. Congratulations to Jim Sterne and his team. Yes, the show is continuing through the end of the day on Wednesday; unfortunately I had to get back to the office and left Tuesday afternoon.
Some of the highlights:
Jim Sterne's presentation, which is always both educating and entertaining, focused on the impact the economy will have on the web analytics field, and what should be done about it. He spoke about making sure you are focused on three things: 1)Increase revenue, 2)Lower expenses and 3)Increase customer satisfaction. Well said Jim!
Let's dig a little deeper on those three very important things. The interesting thing is that they are all related. Increasing Customer Satisfaction will drive increased purchase frequency and spend (revenue) and it will drive loyalty. Driving loyalty will lead to lower costs in both acquisition costs and support costs. So, while you want to focus on all three, if you have success with increasing customer satisfaction you will have success in the other two.
Eric Peterson's presentation was also a highlight. Eric does a great job of explaining the metrics ecosystem and explaining the importance of it.
Mike Marvel from Home Depot gave a great case study on how Home Depot is continuing to advance their use of customer satisfaction metrics to not only understand the online experience but also to understand the impact that the online experience is having on their store channel.
There were many other great sessions and great networking.
And a personal highlight was a great dinner we hosted at Restaurant Eve in Old Town Alexandria. We had 30 customers and "soon to be" customers there. It was great food (I would highly recommend the place) and great conversation. Thanks to Cecilia for pulling together a great evening.
Thanks to you Larry for continuing to support the conference. I just wish you were there in the Lobby Bar when somebody pointed to the wide-screen and said, "Oh Look! It's Larry Freed on TV!" http://cli.gs/qrjHVH
Posted by: Jim Sterne | October 25, 2008 at 11:33 AM
Maybe . . . Larry Freed 360?
Posted by: Sarah | October 28, 2008 at 02:55 PM