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There is a newer version of this report available: Customer Engagement Report 2011


The Second Annual Customer Engagement Report, carried out in partnership with cScape, is based on an online survey of more than 1,000 respondents. It is essential reading for companies who are trying to understand how they should - and could be - interacting with customers in the digital environment. As well as outlining the survey findings, this 57-page document also contains expert analysis and comment from various digital marketing and web analytics experts, including Jim Sterne, Avinash Kaushik and Dave Chaffey. This report is a follow-up to the 2007 Customer Engagement Report which was published at the end of 2006.

About this Report

Highlights from the findings include: -) More than three quarters of company respondents say that the importance of online customer engagement to their organisations has increased in the last 12 months.
-) The most frequently cited benefits for companies implementing customer engagement initiatives are 'improved customer loyalty' and 'increased revenue'.
-) More than half of respondents say their companies are either using or planning to use web-based widgets to engage with their customers more effectively.
-) Around two thirds of respondents say the mobile channel will be 'essential' or 'important' for customer engagement in the next three years.


The report findings are divided into the following sections: -) Importance and benefits of customer engagement
-) New engagement strategies
-) Measurement and research
-) Barriers to success


  • Pdf Disabled Online Customer Engagement Report 2008 (PDF) (2.43 MB PDF)

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