by Jo Davies | 12 Sep, 2011 | Our blog, The Big Switch
For many years, organisations have tried to reduce customer service interactions or avoid them completely. They’ve used a range of strategies including limiting accessibility, cheap sourcing, increasing self-service, deploying lean service principles and getting...
by Jo Davies | 12 Jul, 2011 | Thought leadership for B2B Marketing
Thought leadership – e-papers, presentations, white papers, webinars, mobile content etc – commissioned by B2B technology and service brands has succeeded in engaging prospects away from the ‘hard-sales’ interaction. As a forum between supplier and customer, using a...
by Jo Davies | 16 Mar, 2011 | Autonomous Customer
We’ve recently completed some independent consumer research into multi-channel with a representative sample of 500 online consumers in the US and 500 in the UK. The theme of the results is the ‘Autonomous Customer’, a new trend in consumer behaviour...
