Top Tactics in Customer Engagement Question Title * 1. How would you rank an overall customer engagement strategy in comparison to other current priorities in your organization? (Rank in order of importance - 1 being most important) (Required.) 1 2 3 4 5 Customer Engagement/Satisfaction Customer Engagement/Satisfaction 1 Customer Engagement/Satisfaction 2 Customer Engagement/Satisfaction 3 Customer Engagement/Satisfaction 4 Customer Engagement/Satisfaction 5 Cost Reductions/Creating Efficiencies Cost Reductions/Creating Efficiencies 1 Cost Reductions/Creating Efficiencies 2 Cost Reductions/Creating Efficiencies 3 Cost Reductions/Creating Efficiencies 4 Cost Reductions/Creating Efficiencies 5 Supply Chain Optimization Supply Chain Optimization 1 Supply Chain Optimization 2 Supply Chain Optimization 3 Supply Chain Optimization 4 Supply Chain Optimization 5 Domestic Expansion Domestic Expansion 1 Domestic Expansion 2 Domestic Expansion 3 Domestic Expansion 4 Domestic Expansion 5 Brand Recognition Brand Recognition 1 Brand Recognition 2 Brand Recognition 3 Brand Recognition 4 Brand Recognition 5 Question Title * 2. What is the primary purpose of your customer engagement strategy? (Rank in order of importance) (Required.) Most Important Important Least Important Not Important N/A Retain existing customers Retain existing customers Most Important Retain existing customers Important Retain existing customers Least Important Retain existing customers Not Important Retain existing customers N/A Acquire new customers Acquire new customers Most Important Acquire new customers Important Acquire new customers Least Important Acquire new customers Not Important Acquire new customers N/A Reactivate dormant customers/re-attract from competitors Reactivate dormant customers/re-attract from competitors Most Important Reactivate dormant customers/re-attract from competitors Important Reactivate dormant customers/re-attract from competitors Least Important Reactivate dormant customers/re-attract from competitors Not Important Reactivate dormant customers/re-attract from competitors N/A Increase basket size Increase basket size Most Important Increase basket size Important Increase basket size Least Important Increase basket size Not Important Increase basket size N/A Increase brand loyalty Increase brand loyalty Most Important Increase brand loyalty Important Increase brand loyalty Least Important Increase brand loyalty Not Important Increase brand loyalty N/A Increase store visits Increase store visits Most Important Increase store visits Important Increase store visits Least Important Increase store visits Not Important Increase store visits N/A Question Title * 3. How are you measuring CEM initiatives to ensure they are delivering on your goals? (Check all that apply) (Required.) Customer Analytics Social Media monitoring Social Media Analytics Video Analytics We are not currently measuring the success of our CEM initiatives Other (please describe) Question Title * 4. How important is Cross-Channel consistency to your overall customer engagement strategy? (Required.) Cross-channel consistency is key to a successful customer engagement strategy Cross-channel consistency is important but not vital We do not focus on cross-channel consistency Question Title * 5. Please rank the following customer engagement strategies in order of current importance to your organization: (Rank in order of importance) (Required.) Most Important Important Least Important Not Important N/A Social Media Social Media Most Important Social Media Important Social Media Least Important Social Media Not Important Social Media N/A Mobile Technology Mobile Technology Most Important Mobile Technology Important Mobile Technology Least Important Mobile Technology Not Important Mobile Technology N/A More Empowered Store Associates More Empowered Store Associates Most Important More Empowered Store Associates Important More Empowered Store Associates Least Important More Empowered Store Associates Not Important More Empowered Store Associates N/A In-Store Digital Signage In-Store Digital Signage Most Important In-Store Digital Signage Important In-Store Digital Signage Least Important In-Store Digital Signage Not Important In-Store Digital Signage N/A In-Store Kiosks In-Store Kiosks Most Important In-Store Kiosks Important In-Store Kiosks Least Important In-Store Kiosks Not Important In-Store Kiosks N/A Contact Center Efficiencies Contact Center Efficiencies Most Important Contact Center Efficiencies Important Contact Center Efficiencies Least Important Contact Center Efficiencies Not Important Contact Center Efficiencies N/A Web site Enhancement (Search Engine Optimization, Redesign etc.) Web site Enhancement (Search Engine Optimization, Redesign etc.) Most Important Web site Enhancement (Search Engine Optimization, Redesign etc.) Important Web site Enhancement (Search Engine Optimization, Redesign etc.) Least Important Web site Enhancement (Search Engine Optimization, Redesign etc.) Not Important Web site Enhancement (Search Engine Optimization, Redesign etc.) N/A Email Marketing Email Marketing Most Important Email Marketing Important Email Marketing Least Important Email Marketing Not Important Email Marketing N/A Question Title * 6. Does your organization utilize a social media strategy to engage new and existing customers? (Required.) Yes Plan to implement within the next 3-6 months Plan to implement within the next 6-12 months No plans to implement a formal strategy Next