I was chuffed to be asked by Richard Sedley of cScape to contribute to the 4th Annual Online Customer Engagement Survey (2010). In a brief speech introducing the report, Richard recommended companies follow three things, which are also mentioned in the introduction:
3) customer service
‘These are three key areas that can foster an understanding of value and emotional connection within the customer’ (p4).
The report covers a whole range of topics including mobile, social media, customer service, multichannel, customer engagement and measurement.