by Marcus Hickman | 16 Oct, 2014 | Customer experience, Our blog
Big businesses have rightly been focusing on delivering what customers want over the past 10 years. But their efforts have resulted in ‘the averagisation of customer service’. Now could be the time for leaders to ‘buck the trend’and differentiate their organisations...
by Marcus Hickman | 18 Jun, 2013 | Channel applications, Social media and customer contact
Facebook has over 1 bn users and some organisations find that their Facebook pages receive more views than their own websites. But how typical is this? We’ve taken a look at how different brands are using Facebook to attract customers. The theory is well known:...
by Marcus Hickman | 10 Mar, 2013 | Autonomous Customer, Marcus' blog, Social media and customer contact, Thought leadership for B2B Marketing
The 2013 version of the Autonomous Customer research, we complete for Avaya and BT Global Services has exposed a decline in the numbers of consumers going direct to an organisation’s website for customer contact. This is a surprising finding given the strategies of...
by Marcus Hickman | 12 Jan, 2013 | Channel applications, Our blog
2013 is all about real time. As faster technologies fuel our desires for belonging, sharing information and knowledge we will demand not just access, but immediate access. That includes solutions to our complaints directed at organisations which have failed to satisfy...
by Marcus Hickman | 19 Dec, 2012 | The Big Switch
Davies Hickman Partners have focused on the opportunity for ‘smart service’ for some time, so it was interesting to see IBM Global Process Services moving forward with their Smarter Managed Services Offerings. Specialising in BPO (outsourcing), IBM Global...
