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The Big Switch – How customer service is becoming smart
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...
The future of 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...
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 which challenges...
Trust Flutters
Trust Flutters: What Price Is Trust? Declining trust among consumers and citizens for many private and public organisations is a key trend as the economic and political situation changes. What is more, the ‘hardball’ cost cutting strategies of some organisations are...
Generation Y, Web Generation
The Emerging Buyer Our research for Cisco and JamIP suggests that Generation Y (19-25-year-olds) have experience of buying from most industry sectors; they have quickly become experienced consumers. Even the younger Web Generation (13-18-year-olds) have a surprising...
Channel applications are fragmenting rather than converging
The design of the iPhone, and now the iPad, has taken converging communication channels to a new level. With fantastic usability, simplicity and capability to do e-mails, make calls, update social networking sites, display the newspapers or show TV on the iPlayer...
People's feedback, social media and customer contact
The core ethos of social media is that of creativity and originality. Communicate using your own dialogue, images, video and symbols. As a customer, if you're unhappy about a company's service, then make a song or even post a cartoon, but don't be formulaic. The main...