Paul Taylor

  • Digital by Design: Making the connected organisation more human

    I must get at least four or five emails every day offering me help becoming digital by default. Every single one gets deleted. Not because I don’t need help , but because they talk of cost savings and efficiency rather than beautifully intuitive service design or of creating a rewarding customer experience. Don’t believe me?…

    Paul Taylor

  • 5 Lessons in Simple Customer Experience (Indonesian Style)

    A new report puts Amazon, McDonald’s and First Direct as the leaders in the top ten of the UK’s ‘simplest’ brands. The companies that are the easiest to deal with. Whatever you think of them most of us could learn from their “frictionless” customer service. It’s interesting to ponder how sectors might be transformed if…

    Paul Taylor

  • How To Keep Your Customers Loving Your Brand

    Your brand is what people say about you when you’re not in the room” – Jeff Bezos, Founder of Amazon This is one of the most interesting infographics I’ve seen recently. The huge advocacy for Amazon is amazing.  95% of those surveyed say they “Love the Brand”. But TUI – the German travel company that most of us…

    Paul Taylor

  • Can I Borrow A Cup Of Wi-Fi?

    I’m on holiday. I’m flicking through Twitter and sipping a beer in a village bar. Outside, some Thai kids are playing a game on the smartphone they’ve borrowed from their Mum. Locals pop in every so often to sit down , catch up on gossip and read their emails. What’s wrong with this picture? Here…

    Paul Taylor

  • HEY , Where are you? – Why your company needs to Google itself

    I recently explained to a group of managers why they should google themselves. After the initial “what, me? I’m not famous!” responses,  they see their search results , look intrigued, and then get it – the dangers of a badly curated digital footprint. But although many of us have gotten into the habit of doing…

    Paul Taylor

  • 5 Surprising Customer Service Experiences ( and what they tell us )

    If you put “Customer Relationship” into Google you will most likely get a diagram like this. Which doesn’t look like any relationship I’ve ever had. Another January, more High Street woe , more stories of how customer service is declining. My belief ? Service is actually improving in the UK. But far too slowly compared…

    Paul Taylor

  • 2013 – Do we need a new operating system?

    My first post of 2013 has been slightly delayed due to holiday. I love holidays. Not because they get me away from work but because it’s where I can put work into focus.  The further away I get from Bromford and the UK the greater clarity I get on the things that need to change. It’s…

    Paul Taylor

  • Do You Love Your Customers Enough To Follow Them Back?

    “We are a live, work, play company. When we first started using Twitter, it was a way we could stay connected while also helping our customers if they needed it.” This quote comes in an article I shared about Zappos , the online shoe and clothing store. It says a lot to me about customer engagement.…

    Paul Taylor

  • 10 Myths From The Year We Went Social

    2012 – The Year We Went Social from Paul Taylor 2012 was the year in which the Housing Association sector went social. It’s very positive that so many of us have recognised the clear customer service and business benefits that social and digital engagement can bring. This was year we went social. And these are…

    Paul Taylor

  • Break Your Own Rules

    I had a couple of great little customer service experiences recently that I’d like to share. On both occasions the employee admitted breaking the rules.  They had done something that I , the customer , thought was great service. But it was against the practices or policies as applied by their own managers. See what you…

    Paul Taylor

  • Disrupt your Industry. Or be Disrupted.

    A customer called us recently. His call was answered really quickly. A repair was needed to his home. His problem was diagnosed with just a couple of questions. He was given a time and date for the repair. He was told it would be in two weeks time  – a part was needed that wasn’t in stock.…

    Paul Taylor

  • Listen to customers. But don’t feel you have to do what they say…..

    “Do your customers agree with what you are proposing?” was one of the questions our Board asked me this week. My response went something like this: “I don’t know. We’ve listened to what they have told us. We’ve observed how they find things difficult to use. And then we’ve tried to create something they will…

    Paul Taylor

  • It’s all about people…….

    Yesterday I blogged on the dangers of just talking about what you do ,rather than what you actually change. Today I saw a lovely poem – on our internal social network. It’s written by one of our “Opportunities 4 Employment” customers. O4E is a 6-month paid placement aimed at offering people an apprenticeship and a…

    Paul Taylor

  • 12 Weeks To Change Your Online Life (or hand your iPad back…)

    I’ve had a breakthrough that I want to share. Last Week  I threw down a special challenge to some of our Board Members and Customer Stakeholders who we had struggled to get engaged in Online collaboration and Social Media. 3 Rules I’ll loan you an iPad for 12 Weeks. If it doesn’t change your life…

    Paul Taylor

  • 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 name. By 7:45am it is up and running and has my entire library on it.…

    Paul Taylor

  • Thoughts from #nhcsocmed…….

    Loved yesterday at the Northern Housing Consortium “Social Media Unconference”. As one of the presenters it is probably inappropriate that I enthuse too much. But for me it was a much needed firecracker amid the general tedium of UK Housing events. (Bet that’s the last time I get a speaking slot anywhere!) Why was it? Here’s…

    Paul Taylor

  • 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 you…

    Paul Taylor

  • 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 had…

    Paul Taylor

  • 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 we…

    Paul Taylor

  • 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,…

    Paul Taylor

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