The third annual cScape/e-consultancy survey on Customer Engagement has been published, and it’s one of the biggest samples to date.
You can see the press release and e-consultancy’s version, but you should also mosey over to cScape’s Customer Engagement Unit to see Richard Sedley’s introduction and to request a ‘designed’ version of the report 
You can also flick through the report via the Issu embedded pdf.
My small contribution was piece on Sustaining Profitability in a Challenging Retail Climate, and it’s therefore a pity to see that only 51% of the sample are focusing more on customers as a result of the downturn/recession.
An interesting report and certainly food for thought as marketers in particular think through how they’ll make their targets next year – surely a ruthless focus on converting “purchasers” to “customers” and sustaining meaningful commercial relations will come to the top of the list?
Related posts:
- From destination to distribution – new paradigms for the networked customer
- Jimmy’s shoes: customer service error that small businesses surely can’t afford
- e-Consultancy post: ” Web 2.0 needs to lose the social software thing, please “
- The customer service message we’d all love to give!
- Stunning ‘online’ customer service: SerenataFlowers.com