Digital Marketing Researches & Reports

Customer Engagement Report Q3, 2019 | Merkle

Digital Marketing | North America

Customer relationship marketing (CRM) has experienced vast change over the years. Today, brands are grappling to harness customer data at the enterprise level and leverage it to personalize the experience across channels. They are constantly seeking to deepen the relationship by engaging with customers where they are through people-based marketing strategies. There’s no pretending that customer engagement is easy. It requires the orchestration of strategy, data, advanced analytics, technology, campaign execution, and performance measurement.

Highly engaged customers tend to spend more on each purchase and make purchases more frequently, which in turn increases customer lifetime values and decreases customer acquisition costs.

The Key Findings of “Customer Engagement Q3, 2019” Report:

  • Data analytics and technology is the main area surveyed marketers reported they will invest in it if they have an extra budget with a rate of 32%.
  • 78% of surveyed marketers mentioned that they deliver personalized customer experience in the email using customer data.
  • 48% of surveyed marketers reported that their companies decreased their budget of direct mail in recent years.
  • 74% of surveyed firms reported that they want to be “data-driven”, compared to 29% who mentioned that they are successfully turning analytics into actions.
  • 84% of surveyed consumers indicated that they are willing to leave a product or brand review in an exchange for rewards.
Customer Engagement Report Q3, 2019 | Merkle 1 | Digital Marketing Community

A Graph Shows The Day to Day Functions That Marketers Prefer to Collaborate With Vendors to Achieve It.

The Content of “Customer Engagement Q3, 2019” Report:

  • Executive Summary.
  • Insights.
  • Fundamentals of Personalized Experiences – Start with the Customer at the Center.
  • Taking a Unified Approach to CRM and Promotions.
  • Fueling Your Digital Transformation Through the Power of Cloud.
  • Case Study.

Number of Pages:

  • 29.


  • Free.


The insights within this report were derived from a survey conducted by Merkle in June 2019 of more than 200 marketers at major North American brands spanning across industries including retail, travel, financial services, insurance, entertainment, automotive, pharma, and B-to-B.


Merkle is a leading data-driven, technology-enabled, global performance digital media agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices.For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios.Merkle’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies.Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage.With 9,000+ employees, Merkle is headquartered in Columbia, Maryland, with 21 additional offices in the US and 33 offices in Europe and APAC. In 2016, the agency joined the Dentsu Aegis Network.

Merkle Scope of Services:

  • Customer Experience
  • CRM & Loyalty
  • Data
  • Performance Media
  • Analytics
  • Marketing Technology
  • Customer Strategy

Merkle Top Clients:

  • Tesco PLC
  • Aviva
  • NOW tv

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