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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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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 ...

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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 ...

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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 was this one:   “It’s really hard to design products by focus groups. A lot of ...

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Bridging The Digital Divide….Blog Update

  Had a good chat yesterday with Solitaire Pritchard , who despite her name , is not a Bond Girl , but works in regeneration at Newport City Homes.   Like us they are really interested in doing more business with customers online and the greater opportunities it brings them.   Like us their intelligence ...

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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” a bit off-putting to say the least. A grown man in a bizarre plastic mask ...

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