Latest Posts
-
Are we ready for the rise of the untethered customer? Blog update #ukhousing
“What is a smartphone anyway?” I was asked by a colleague this week. I broke into a cold sweat. Especially as it was during a meeting about digital inclusion. If this is the kind of question you hear asked often,… Continue reading
-
Top 5 things to look for in Customer Feedback – Blog Update #custserve #cex
Auditors arrived today to look at our Customer Experience Measurement Programme. I’m not sure what they are up to. I probably should have paid more attention. I generally tend to approach new people I meet from a position of trust. Auditors ,… Continue reading
-
Bridging The Digital Divide – Blog Update. #digitalbritain
Met with BT and Citizens Online yesterday as part of our project to get 100% of our communities online – and doing business with us online – by 2016. ( Blogs are brilliant – I just completely made that target up , but its… Continue reading
-
Customer Influence Blog Update – An #openbusiness
For me – an open business is one which conducts itself transparently and isn’t afraid to share what its senior leaders are thinking with its customers and its colleagues. The best idea’s and answers rarely come from executives but usually… Continue reading
-
Customer Annual Reports – A Million Pound Waste of Time – Blog Update #ukhousing
A customer mailed me last week about our latest reports. Here’s a snippet… ” I think these reports are largely a waste of time. The first priority of the tenant is their own home. As I have said before, if there… Continue reading
-
Project E-bromford…….Broadband Pilot
Some great news to start the week. We’ve just heard that we have been chosen along with Newport City Homes to be amongst the first UK trialists in a project to provide housing association customers with low cost internet access.… Continue reading
-
Does involving customers in your business really lead to innovation?
Mario. Not Designed By Customers It’s been interesting reading the Steve Jobs quotes circulating around the internet. The one that struck me most… Continue reading
-
Bridging The Digital Divide….Blog Update
Had a good chat yesterday with Solitaire Pritchard , who despite her name , is not a Bond Girl , but works in regeneration at Newport City Homes. Like us they are really interested in doing more business… Continue reading
-
We can laugh at the end of the Burger King but also need to look at ourselves…
Burger King have dumped their mascot of seven years after sluggish sales and a huge drop in customer affinity to the brand. Many of us are wondering why it took them that long to realise that people found the “King”… Continue reading
-
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… Continue reading
Paul Taylor 