Methodology and Sample
Figure 1
What type of organisation do you work for?
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Figure 2
Company: Respondents by Geography
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Figure 3
Agency: Repondents by Geography
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Figure 4
Company: Respondents by Business Sector
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Importance and Benefits of Customer Engagement
Figure 5
Company: Has the importance of online customer engagement
changed for your organisation over the last 12 months?
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Figure 6
Agency: Has the importance of online customer engagement
changed for your organisation over the last 12 months?
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Figure 7
Company: How important is online customer engagement for your organisation?
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Figure 8
Agency: Typically, how important is online customer
engagement for your clients?
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Figure 9
Company: How has your organisation benefited from
customer engagement initiatives in the last 12 months?
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Figure 10
Agency: How have your clients' organisations benefited
from customer engagement initiatives in the last 12
months?
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Figure 11
Company: Which of the following best describes your organisation's interest in online customer engagement?
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Figure 12
Agency: Which of the following best describes your organisation's interest in online customer engagement?
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Figure 13
Company: Which of the following best describes an
engaged customer for your organisation?
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Figure 14
Agency: Which of the following best describes an
engaged customer for your organisation?
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Figure 15
Company: Who is directly responsible for
improving online customer engagement in your
organisation?
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Figure 16
Agency: Who is directly responsible for
improving online customer engagement in
your clients' organisations?
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New Engagement Strategies
Figure 17
Company: Which of the following do you feel
are central to engaging with your audience
online?
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Figure 18
Company: Which of the following does your
organisation use to increase online customer
engagement?
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Figure 19
Agency: Typically, which of the following do your
clients use to increase online customer
engagement?
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Figure 20
Company: How important do you think the mobile
channel will be for customer engagement in the
next three years?
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Figure 21
Agency: How important do you think the mobile
channel will be for customer engagement in the
next three years?
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Figure 22
Company: Which of the following do you feel
are important for obtaining customer
engagement through the mobile channel?
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Measurement and Research
Figure 23
Company: Which of the following types of customer data have you been collecting online in the last 12 months?
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Figure 24
Agency: Which of the following types of customer data
have your clients typically been collecting in the last 12
months?
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Figure 25
Company: In the last 12 months which of the following
methods of gathering customer intelligence have you found
most useful for engaging your customers online?
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Figure 26
Agency: In the last 12 months which of the following
methods of gathering customer intelligence have your
clients typically found most useful for engaging their
customers online?
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Figure 27
Company: Do you have dedicated metrics for measuring
online customer engagement?
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Figure 28
Agency: Do your clients have dedicated metrics for
measuring online customer engagement?
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Barriers to success
Figure 29
Company: Which of the following barriers to cultivating
better online customer engagement have you faced in
the last 12 months?
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Figure 30
Agency: Which of the following barriers to cultivating
better online customer engagement have your
clients faced in the last 12 months?
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Figure 31
How optimistic do you feel about the potential for engaging your customers online?
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Figure 32
Thinking about the majority of your clients how optimistic do you feel about the potential for them to engage their customers online?
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