It’s not often you get the chance to go back to the start. To redesign your customer experience from the beginning of the relationship
About a year ago we started talking to customers about their part in our service offer.
We had worked with them to develop a new Bromford Offer – based on the experiences of thousands of customers. It had nothing to do with regulation but everything to do with making sense of what customers had told us mattered to them.
As we developed the offer a lot of time was spent discussing what WE – as a business – wanted from our customers. What constituted the ideal customer relationship? And how could we shape it? What would need to change?
The Customer Deal, as we call it, begins today in a series of demonstration projects before a full launch to all new customers in April next year. I’m going to be blogging what works and what doesn’t. What it looks and feels like to a customer. And whether it makes a difference to us as a business.
This week though I’m going to be looking at the four elements of the Deal that we think will make it unique for our customers:
1 – A Fair Deal
Tomorrow I’ll be blogging about how we worked with customers to decide where our service starts and where it stops. And I’ll look at the elements of service that require complete co-operation from customers for us to be successful.
2- An Aspirational Deal
On Wednesday I’ll post about how we want every new customer relationship to be one of opportunity. How moving into, or buying, one of our homes should give the customer the very best social opportunity.
3 – A Transparent Deal
On Thursday we’ll take a look at how we will regularly review our offer with each and every customer. Including how the relationship is working , what it costs and where its headed.
4 – A Digital Deal
To close the week I want to outline how we are going to be really serious about tackling digital exclusion. Every new customer will sign up to a “digital deal” – with online communication being the default position.
As part of the blog going forward we’ll be asking other people to contribute – those providing the service and the customers receiving it. So we can shape it together and make it last for life.
See you tomorrow
Paul Taylor 