Paul Taylor

  • 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 a…

    Paul Taylor

  • 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…

    Paul Taylor

  • 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…

    Paul Taylor

  • 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…

    Paul Taylor

  • 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…

    Paul Taylor

  • 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…

    Paul Taylor

  • 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…

    Paul Taylor

  • 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…

    Paul Taylor

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