Online Customer Engagement Report 2009

There is a newer version of this report available: Customer Engagement Report 2011

The third annual Online Customer Engagement Report has been produced in partnership with cScape. This research is based on a survey of 1,300 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.

How much does this report cost?

You can purchase just this report for $400.

However, become a Silver subscriber and you get total access to all our research for as little as $495.

As a Silver subscriber you get complete access to 700+ of our research reports for a whole year. This includes all past research and all the new research we publish during the year.

Get access to Econsultancy's multi award-winning research and guides. You join our community of the world's leading digital marketing and e-commerce practitioners. Read testimonials from other subscribers to see how valuable they find Econsultancy as a resource to help them become smarter digital marketers.

Cheapest and fastest way to get this report: Become a Silver subscriber now »

Consider your options: Find out more about why you should subscribe