Highlights from Facebook for the Public Sector – Guest Post


It’s great when a colleague comes back really enthused from a conference. The following is a guest post originally published on our internal Yammer. Take it away @Helenatbromford : Attended a brilliant conference/’unconference’  in Birmingham which left me buzzing with ideas and excitement for social media and the possibilities of the ever changing world we’re all … Continue reading Highlights from Facebook for the Public Sector – Guest Post

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 … Continue reading Thoughts from #nhcsocmed…….

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 will expect very different career paths than my generation. Quite by chance , Marie – … Continue reading Feeling like a somebody rather than a nobody…..

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 get over.   Then I found a manager who helped me find what I liked doing. … Continue reading On this work experience thing……..

The UK doesn’t trust young people – New Blog


When I was on holiday I sent the following  couple of tweets: “Talking guy from neighbouring maharashtra. Trad fishing family now working in #mobile. State is as populous as Mexico and India’s richest”  “Massive number of #geny and enterprising – doing 2,3,4 different jobs. We better stop doom and gloom in UK or these guys will eat us … Continue reading The UK doesn’t trust young people – New Blog

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 Top Ten: 1 – Losing the Fear Factor. Deciding to allow all colleagues unlimited access … Continue reading The 2011 Top 10 Social Media Moments @bromfordgroup – My Pick

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 delivering great customer experiences. But this can’t be delivered on our own. Relationships are a … Continue reading Relationships that work – Customer Deal Blog

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 … Continue reading A Fair Deal – Changing Customer Behaviours – The Customer Deal Blog

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

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, … Continue reading Top 5 things to look for in Customer Feedback – Blog Update #custserve #cex

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 my blog so who says it can’t  be true?) What we want to enable for customers is … Continue reading Bridging The Digital Divide – Blog Update. #digitalbritain

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 … Continue reading Customer Influence Blog Update – An #openbusiness

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 … Continue reading Customer Annual Reports – A Million Pound Waste of Time – Blog Update #ukhousing

Project E-bromford…….Broadband Pilot


Some great news to start the week. We’ve just heard that we have been chosen along with Newport City Homes to be amongst the first UK trialists in a project to provide housing association customers with low cost internet access. The idea is that BT will provide equipment, installation, support and an internet package. Microsoft … Continue reading Project E-bromford…….Broadband Pilot

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 … Continue reading Does involving customers in your business really lead to innovation?

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 … Continue reading We can laugh at the end of the Burger King but also need to look at ourselves…