cScape Customer Engagement Report 2009
by Econsultancy on Nov 27, 2008
- 6,680 views
The third annual Online Customer Engagement Report has been produced in partnership with cScape....
The third annual Online Customer Engagement Report has been produced in partnership with cScape.
This research is based on a survey of 1,200 respondents carried out in September and October 2008.
The report findings are divided into the following sections:
- Customer engagement strategy
- Customer engagement and the economy
- Tactics and initiatives
- Issues and key principles
The report also contains expert commentary from a range of digital marketing thought leaders including Andy Beal, Jim Sterne, Pete Mortensen, Ian Jindal, Martha Russell and Eric Peterson.
Highlights from the findings include:
-) Fewer than half of organisations have a defined customer engagement strategy in place.
-) Sensitivity to price, focus on qualilty and desire for simplicity are the types of customer behaviour which responding organisations believe will be most significant to them during 2009.
-) Only 51 per cent of respondents said that the deteriorating economic climate had resulted in a greater focus on customer engagement.
-) 59 per cent of organisations said that they would increase their spending on email newsletters, the area of investment most likely to have previously driven a tangible improvement in customer engagement.
- Total Views
- Views on SlideShare
- Embed Views