Customer Experience
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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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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
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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
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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
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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… Continue reading
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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… Continue reading
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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… Continue reading
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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… Continue reading
Paul Taylor 