Research on Customer Engagement

Both pieces of research focus on what their respondents have to say about their experiences of the benefits CE offers, the barriers to implementation, the behavioural characteristics of engaged customers and the techniques they use to engage their target customers and to measure their engagement.

cScape

The world’s biggest research on the topic (1000+ respondents) with commentary by Avinash Kaushik, Andy Beal, Jim Sterne and Pete Mortensen. The survey also includes thought pieces on customer engagement by Dave Chaffey, Richard Sedley, Claire O’Brien and other internet marketers.

• 2007 Online Customer Engagement Survey (PDF, 5.1MB)
• 2008 Online Customer Engagement Survey (PDF, 2.4MB) registration needed

• Commentary by Ron Shevlin: Customer Engagement: The Agency/Client Perception Gap – 12 December, 2007

Economist Intelligence Unit

• Beyond Loyaly: Meeting the Challegence of Customer Engagement
  • Part I: Highlights (PDF, 178KB)
  • Part II: Detail (PDF, 178KB)