Ed Mitchell: Platform neutral » survey

Customer Engagement Survey the third

edmittance — Tue, 30 Sep 2008 10:45:50 +0000

E-consultancy and cScape are running their third Customer Engagement Survey until 21st October. I recommend you take a few minutes to fill it in. As well as getting a free report later, simply by reading the survey you are asking yourself some interesting questions.

Here’s the blurb:

The questionnaire takes five minutes to complete, including questions on:

• Customer engagement strategy
• Tactics and initiatives
• Customer engagement and the economic climate

In return for your efforts, we will send you a link to a free full copy of the in-depth report just before it is published on the E-consultancy website in November.

Customer Engagement survey link

While all the news from the financial world is hair-raising, now is most definitely the time to buckle down and take your stakeholders seriously. If you don’t, they are bound to find someone else who will…

Online community survey

edmittance — Thu, 07 Feb 2008 09:15:41 +0000

ROI for ‘communities’ is going to appear on our horizons for proper this year. We will have the debate from the sponsors asking if it’s worth it, and another one about which way around it should be – ie: ROI for whom? The sponsors, or the participants. Likewise there is much talk about the ROI of ‘social media’, and all of the projects I am working on have measurement built into them at the strategy level. Woohoo.

The Online Community Report crowd are doing a survey on this, so please have a read, fill it in, and pass it on.

Survey link here:Blurb follows. The more responses the better:

Dear Online Community Friend,

I’m writing to invite you to participate in a survey about the return on
investment for online community activities. We’re contacting people
that are knowledgeable about this topic. Those that fill out the survey
(which should take about 15 minutes) will get back from us the final
report containing compiled, anonymous results.

We chose this topic because we know that many organizations are actively
trying to determine the ROI for their online community activities. There
are very few resources on this topic, save experts like you.

If you are interested in this topic, please fill out the survey at:
http://www.surveymonkey.com/s.aspx?sm=s7BgAJMtaUfLT1UP2rj4cw_3d_3d

Feel free to forward this note to others that might be interested. We’d
like folks to complete the survey by COB this Friday, 2/8, if possible.

Thanks for your participation and best regards,

Bill Johnston
Director, Community & Research
Forum One Communications

Customer engagement survey 2008

edmittance — Mon, 03 Dec 2007 12:45:26 +0000

E-consultancy and cScape have run their Customer Engagement Survey for the second year running and the report is now available. There is feedback in there for everyone and it makes for good reading.

This bit is the first to chew on (for me anyway):

“… 70% consider building a sense of community around their brand essential or important, but…
… only 20% plan to engage with target customers in social networking sites that they do not own…”

Which puts the thinking around how to approach the three types of community (centralised, de-centralised, and distributed) into an interesting organisational context. And ‘Ownership’. And ‘Control’.

Which makes me think about what Eric Schmidt said in The Economist yearbook for 2007:

“… The past few years have taught us that business models based on controlling consumers or content don’t work. Betting against the net is foolish because you’re betting against human ingenuity and creativity…

The direction is clear…

Simplicity is triumphing over complexity.
Accessibility is beating exclusivity.
Power is increasingly in the hands of the user…”

All good stuff for brain exercise. Thanks to the survey owners for going out of their way to research and publish this invaluable information, which you can download from the cScape website:

Download the Customer Engagement Report (.pdf; needs registration)