The third annual Online Customer Engagement Report has been produced in partnership with cScape. This research is based on a survey of 1,200 respondents carried out in September and October 2008. The report findings are divided into the following sections: - Customer engagement strategy - Customer engagement and the economy - Tactics and initiatives - Issues and key principles The report also contains expert commentary from a range of digital marketing thought leaders including Andy Beal, Jim Sterne, Pete Mortensen, Ian Jindal, Martha Russell and Eric Peterson. Highlights from the findings include: -) Fewer than half of organisations have a defined customer engagement strategy in place. -) Sensitivity to price, focus on qualilty and desire for simplicity are the types of customer behaviour which responding organisations believe will be most significant to them during 2009. -) Only 51 per cent of respondents said that the deteriorating economic climate had resulted in a greater focus on customer engagement. -) 59 per cent of organisations said that they would increase their spending on email newsletters, the area of investment most likely to have previously driven a tangible improvement in customer engagement.

1. Online Customer Engagement Report 2009 sponsored by cScape Linus Gregoriadis, Head of Research E-consultancy.com Email: [email_address] Website: www.e-consultancy.com http://www.e-consultancy.com/publications/customer-engagement-report-2009

4. Customer Engagement Strategy

5. How important is customer engagement to your organisation?

6. Does your organisation have a defined customer engagement strategy?

8. Customer Engagement and the Economy

9. Has the worsening economy caused your organisation to place more emphasis on customer engagement?

10. Are you an ostrich or an owl?

11. Which of the following behaviours & attitudes will your organisation need to address in the next 12 months?

13. Tactics and Initiatives

14. What has resulted in a tangible improvement in your organisation's online customer engagement?

15. Where do you anticipate investment to increase online customer engagement over the next 12 months?

16. How are you using mobile marketing to enhance customer engagement?

17. Barriers to Better Online Engagement

18. Most significant barriers to cultivating better customer engagement in the last 12 months

19. Questions? Linus Gregoriadis, Head of Research E-consultancy.com Email: [email_address] Website: www.e-consultancy.com http://www.e-consultancy.com/publications/customer-engagement-report-2009