Will 2010 be the year of customer engagement?
Posted by Neil Davey in Customer experience, Social CRM on Mon, 11/01/2010 - 06:09
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- Customer engagement has became a priority for many organisations in 2010
- The reasons for its importance include media fragmentation and decreasing brand loyalty
- The definition of 'customer engagement' remains opaque
- To boost engagement firms are most commonly using newsletters
- But social media tools are rapidly emerging as a popular way to improve engagement
- Measuring customer engagement is problematic
With improving customer engagement having emerged as one of the leading priorities for 2010, Neil Davey looks at the issues defining the engagement drive.
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