Winners and Losers in a Troubled Economy
21% of companies, while a further 29% of respondents say their organisations are planning to use them in the future. The research also found that companies are realising that they need an integrated approach which embraces all the channels used by customers. ‘A consistent online and offline customer experience’ is seen as ‘essential’ or ‘very important’ by 86% of organisations. There is also evidence that more companies have actually been taking steps to deliver a more integrated experience. Since the first Annual Online Customer Engagement Report, published at the end of 2006, there has been a significant improvement in the number of organisations that are either ‘very advanced’ or ‘quite advanced’ at mapping customer experiences in order to identify different touch points. As well as the survey findings, the second Annual Online Customer Engagement Survey Report contains comment and analysis from a range of digital marketing and web analytics experts, including Jim Sterne, Pete Mortensen, Avinash Kaushik, Dave Chaffey, Andy Beal and Richard Sedley. You can download a copy of the report here: http://tinyurl.com/28onxs
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