The 2011 Top 10 Social Media Moments @bromfordgroup – My Pick

2011 has a been a pivotal year for the customers and colleagues of Bromford Group. They have embraced social media and used it in new ways to communicate about their work , lives , interests and idea’s. Here’s my personal Top Ten: 1 – Losing the Fear Factor. Deciding to allow all colleagues unlimited accessContinue reading “The 2011 Top 10 Social Media Moments @bromfordgroup – My Pick”

Relationships that work – Customer Deal Blog

One of our main aims is to have customers who would recommend us to their friends. We put this in place over 7 years ago – as a big unifying key performance indicator aimed at getting the whole organisation behind delivering great customer experiences. But this can’t be delivered on our own. Relationships are aContinue reading “Relationships that work – Customer Deal Blog”

Building Social Good – Customer Deal Blog

What would happen if your access to a product depended on you doing something good for society? That you had agree to give something back. Would you agree? Would you walk away? Or would you lie? Well that’s what we are testing as part of the new deal. All customers will be asked what skills theyContinue reading “Building Social Good – Customer Deal Blog”

A Fair Deal – Changing Customer Behaviours – The Customer Deal Blog

Michael O’Leary, Ryanairs love him or hate him CEO, was on good form on Monday’s BBC Breakfast. Defending accusations of hidden charges, he said Ryanair were simply changing customer’s behaviours. They were getting passengers to act in such a way that Ryanair could continue to provide an average fair of less than £40. Now whatever youContinue reading “A Fair Deal – Changing Customer Behaviours – The Customer Deal Blog”

A Design For Life – The Customer Deal – New Blog

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 hadContinue reading “A Design For Life – The Customer Deal – New Blog”

Building Stronger Communities – Transcript of our Customer Debate on UK Riots

  Building Stronger Communities Debate The following is an open transcript of the Twitter/Facebook and Customer Influence Meeting Debate regarding Bromford’s response to the civil unrest and riots that broke out in parts of the UK in Summer 2011. The summary conclusions reached by our customers were: 1 – Customers feel that Bromford’s approach ofContinue reading “Building Stronger Communities – Transcript of our Customer Debate on UK Riots”

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, you need to start worrying. Now. I love working in housing. Genuinely. But whilst weContinue reading “Are we ready for the rise of the untethered customer? Blog update #ukhousing”

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 , on the other hand , occupy a place in my mind with small children , teetotalers,Continue reading “Top 5 things to look for in Customer Feedback – Blog Update #custserve #cex”

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 my blog so who says it can’t  be true?) What we want to enable for customers isContinue reading “Bridging The Digital Divide – Blog Update. #digitalbritain”

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 from listening to those closest to the product and closest to customers. Here is aContinue reading “Customer Influence Blog Update – An #openbusiness”

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 whetherContinue reading “Customer Annual Reports – A Million Pound Waste of Time – Blog Update #ukhousing”

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. MicrosoftContinue reading “Project E-bromford…….Broadband Pilot”

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 ofContinue reading “Does involving customers in your business really lead to innovation?”

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 intelligenceContinue reading “Bridging The Digital Divide….Blog Update”

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 maskContinue reading “We can laugh at the end of the Burger King but also need to look at ourselves…”

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 franticallyContinue reading “Bridging the Digital Divide – Project e-Bromford”

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 theContinue reading “Can you ever get 90% of people to recommend how you deal with ASB? Neighbourhood Priorities August 2011”

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 whatContinue reading “Do Bromford “Do What We Say We Will”? Customer Influence Meeting Notes”

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 dippedContinue reading “Living in Your Home – priorities July/August 2011”

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 youContinue reading “What Sky could learn from Amazon”