The 4th annual customer engagement survey from cScape / E-consultancy is now available. It looks at overall awareness of customer engagement, along with the potential opportunities for creating the ideal customer experience online.
Amanda Davie of Reform is one of the contributing analysts for this years survey. Highlights include a look at the recent uptake of Web 2.0 (or for that matter Search 2.0) and social networking strategies that have been taken upon by big brand names, even those that began offline.
Amanda also looks at how establishing links between people and brands have become a key factor in how search algorithms determine the usefulness of a website, while user generated content has formed that link from people to websites and brands. Combined with a more broader experience in search, where video, audio, imagery and map results become ever more integrated – users almost expect the results to be even more relevant to not just what they are looking for overall, but what they are looking for at that very moment.
As a result, search will go beyond keyword targeting, but instead – more towards search psychology, linguistics, behaviour and translation (not just between languages, but from thought to action).
Download the highlights of the 2010 Customer Engagement Survey (PDF) – or please contact us for information on the full version of the 4th Annual Customer Engagement Survey and to discuss anything regarding the overall survey.