Latest Writing
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Bridging the Digital Divide – Project e-Bromford
I read an article today about “apple babies”. That’s kids under the age of two who automatically try to use a touch screen when handed a phone, conditioned as they are to expect that if something has a screen it should be capable of manipulation. There are clips on YouTube of japanese kids trying frantically… Read more
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Can you ever get 90% of people to recommend how you deal with ASB? Neighbourhood Priorities August 2011
CUSTOMER INFLUENCE GROUP NEIGHBOURHOOD OFFER GROUP PRIORITIES JULY/AUGUST 2011 How are we performing right now? At present, 89.2% customers would recommend their neighbourhood as a place to live. The safety/appearance of a neighbourhood has dropped from to 8.6 out of 10 to 7.6. Vicky Green advised that this is due to a change in the… Read more
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Do Bromford “Do What We Say We Will”? Customer Influence Meeting Notes
CUSTOMER INFLUENCE GROUP CONTACT OFFER GROUP – AUGUST 2011 This Groups purpose is to make sure we are A) Sticking to our Customer Service Offer and B) ensuring we are transparent and open when we need to improve it How are we performing right now? At present, 86.8% customers would recommend us for “doing what… Read more
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Living in Your Home – priorities July/August 2011
CUSTOMER INFLUENCE GROUP LIVING IN YOUR HOME CUSTOMER STEERING GROUP JULY 2011 How are we performing right now? 8.1 customers out 10 feel their home works for them – which is slightly less than last quarter. Gas Serving & Repairs scores have improved quite significantly with real positive comments from customers. Satisfaction with New Homes has dipped… Read more
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What Sky could learn from Amazon
Working at home today. Not that I wanted to – but I finally got an engineer out after two weeks of complaining to Sky about a regular drop out with my broadband. The people I’ve dealt with at Sky have been pretty much great and really helpful. Apart from the self test diagnostics they get you… Read more
Paul Taylor 