So it seems that there are plenty of people out there who care about customer service. Please, someone tell the companies who are cutting back on this function as times get tough.

Thanks to e-Consultancy

I read an excellent report over on e-consultancy this week about Customer Engagement.

It seems that an ‘engaged customer’ is more likely to:

• recommend a company’s products or services
• convert more readily
• purchase readily
• stay loyal

Those would seem to be ‘good’ things to aim for, wouldn’t you think? Well, the panel agreed. Only 1% of the companies questioned felt that Customer Engagement was ‘not important’, while 87% described it as ‘important’ on ‘essential’.

At the same time, only 55% of companies surveyed said that they had a defined ‘customer engagement strategy’. More worringly, about half said ‘No’ when asked whether the worsening economic situation has encourage them to place more emphasis on customer engagement.

As Jim Sterne (Chairman of the Web Analytics Association) pithily puts it: “We know the house is burning, we just can’t be bothered to call the fire brigade.”

Tags: customer engagement, e-consultancy, Jim Sterne, Web Analytics Association