Customers, engagement
Customer Engagement 2009
12/10/08 05:57 AM
Here are some of the key findings:
Only 42% of organizations surveyed have a defined customer engagement strategy in place
41% of respondents said that deteriorating economic climate has resulted in a greater focus on customer engagement
There’s interest in creating relationships with customers to increase the long-term customer value and also to increase the value delivered to the customer.
Most organizations feel that sensitivity to price is a key customer behavior that will have to be addressed in the next 12 months (48%).
Email newsletters are the most likely tactic to improve customer engagement (59%).
Web 2.0 and social media such as user ratings & feedback (41%), user-generated content (37%), blogging (36%) and social networks (36%) will also be used to engage customers.
Very few companies (5%) have a strategy that uses mobile channels.
Lack of resources continues to be a barrier to successful customer engagement.
About a third of companies site problems with technology as a significant barrier to cultivating better customer engagement.
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