in eCommerce

e-Consultancy and cScape’s 2009 Customer Engagement Survey

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?

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