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:

1) quality
2) simplicity
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.

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