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...