Paul Taylor

Latest Writing

  • Net Zero and The Law of Horse Manure

    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

  • The Gravitational Pull Of Business As Usual

    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

  • 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… Read more

  • 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… Read more

  • 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… Read more

  • 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… Read more

  • 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… Read more

  • 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… Read more