4th Annual Customer Engagement survey
A couple of months ago cScape’s Customer Engagement Unit and econsultancy released the 4th Annual Customer Engagement survey. It’s the largest and most comprehensive of its kind globally with over 1,000 respondents.
With the seemingly inexorable onward march of social media, the economic woes of the world in the past 2 years and an increasingly savvy consumer, businesses are having a more challenging time in managing their brands and retaining loyalty amongst their existing customer base let alone acquiring new customers.
Not surprisingly social technologies feature heavily this year but the overriding themes of quality and customer service are also floating to the top as important mainstays in developing customer engagement.
As in previous years the report is essential reading for any marketers looking to the future and how to manage the relationships with their customer base.
The 2010 report can be downloaded here. If you’re interested, previous year’s reports can be downloaded here:
3rd Annual Customer Engagement Survey: 2009
