Earlier this month, my esteemed colleague Lance Loveday wrote a compelling piece for Search Engine Land’s Just Behave column, colloquially titled “A Plea to Stop Dissing Your Customers”.

In fact, I’d highly recommend clicking over to that post before continuing with this one.

Seriously, I’ll wait.

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Welcome back.

As you no doubt noticed in that article, Lance highlights key points from the 3rd Annual Online Customer Engagement Survey – research that addresses how organizations are (or aren’t) preparing for long-term success in the online marketplace.

What struck me most about Lance’s post is his point that while customer engagement (obviously the focus of the 2009 Survey) is not a new term or a new concept, it is enjoying what he identifies as a “renaissance of sorts” in the online marketing world.

Upon reading the Survey itself, you’ll see this renaissance translates into approximately 52% of Company respondents (and 43% of Agencies) indicating that customer engagement is considered “essential” to their organizations – figures that are up from last year’s results.

Which is where I need to stop and raise a point.

(Read the full article…)

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