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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 ...

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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 ...

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Building Social Good – Customer Deal Blog

What would happen if your access to a product depended on you doing something good for society? That you had agree to give something back. Would you agree? Would you walk away? Or would you lie? Well that’s what we are testing as part of the new deal. All customers will be asked what skills they ...

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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 ...

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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 ...

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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 ...

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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 ...

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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 , on the other hand , occupy a place in my mind with small children , teetotalers, ...

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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 ...

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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 from listening to those closest to the product and closest to customers. Here is a ...

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