The End of Trust (and how organisations can rebuild it)


We’ve seen an alarming evaporation of trust across all institutions, reaching the lows of the recession in 2009. Trust in government, business, media and non-profits is below 50% in two-thirds of countries, including the U.S, U.K, Germany and Japan. There has been a startling decrease in trust.  Richard Edelman The annual Edelman Trust Barometer is always fascinating reading … Continue reading The End of Trust (and how organisations can rebuild it)

The New Transparency


What does having an open social media policy say about a company? For me , it says nothing about social media and everything about trust. Trust in your people – you believe that they come to work to do good things , not wreck your reputation. Trust in yourself – you are an open business … Continue reading The New Transparency

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

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 … Continue 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 of … Continue 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 we … Continue reading Are we ready for the rise of the untethered customer? Blog update #ukhousing