Paul Taylor
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Job Descriptions are rubbish…..My Top 5 new rules
Did some work on some JD’s this week. I’ve been messing around them for some time – really struggling to articulate what I wanted. On Wednesday morning at 9:40am it struck me. Somebody , somewhere , about 50 or 60… Continue reading
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The Amazon Test – #CustomerExperience Blog Post
I ordered a Kindle Touch yesterday – expecting a delay as you usually get with new product launches. It was ordered online at 15.38pm. 1-Click. It arrived at my door at 7:35am this morning. It arrives charged. It knows my… Continue reading
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Feeling like a somebody rather than a nobody…..
The other day I blogged about the negative press surrounding work experience. And about how employers have to think differently to create a positive experience that unlocks potential in people. Especially the people who are the future of work and… Continue reading
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On this work experience thing……..
Designing The Experience of Work I hated my work experience. Two weeks spent making cup’s of tea and doing the filing for embittered old men. It instilled in me a fear of offices, old men and filing that took 6 years to… Continue reading
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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… Continue reading
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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… Continue reading
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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… Continue reading
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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… Continue reading
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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
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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
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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
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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
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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
Paul Taylor 