All posts by Paul Taylor

I'm learner, sharer and Innovation Coach at Bromford. As coach it's my job to develop a lab based approach to product and service development and to ensure a culture of creativity within the business. We have a track record in project delivery and service change that crosses all disciplines and has resulted in numerous acknowledgements and awards. I'm a regular contributor to forums , think-tanks , and research reports and often a speaker or advisor at conferences and events. I'm a huge enthusiast of social leadership and never far away from social media. Contact me at paul.taylor@bromford.co.uk

C

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 is something wrong you will hear about it soon enough. Beyond that I doubt whether ...

P

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. The idea is that BT will provide equipment, installation, support and an internet package. Microsoft ...

D

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 was this one:   “It’s really hard to design products by focus groups. A lot of ...

B

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 with customers online and the greater opportunities it brings them.   Like us their intelligence ...

W

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” a bit off-putting to say the least. A grown man in a bizarre plastic mask ...

B

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 ...

C

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 ...

D

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 ...

L

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 ...

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 ...

%d bloggers like this: