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Net Zero and The Law of Horse Manure
Catastrophic predictions that spell dark days for humanity are nothing new. The Times predicted in 1894 that in 50 years time, every street in London would be buried under nine feet of horse manure. It was the crisis of all crises. There was, to be fair, some evidence for this. As urban populations rapidly increased… Read more
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The Gravitational Pull Of Business As Usual
The interior secrets of black holes are guarded by a one-way light-trapping boundary called the event horizon. This horizon is the point, according to NASA, that the gravitational influence of the black hole becomes so intense that not even light is fast enough to escape it. A very different horizon exists in many organisations, except… Read more
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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… Read more
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Bridging the Digital Divide – Project e-Bromford
I read an article today about “apple babies”. That’s kids under the age of two who automatically try to use a touch screen when handed a phone, conditioned as they are to expect that if something has a screen it should be capable of manipulation. There are clips on YouTube of japanese kids trying frantically… Read more
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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… Read more
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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… Read more
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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… Read more
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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… Read more
Paul Taylor 