insightful stories from the housing sector - herefordshire housing
TRANSCRIPT
“Decide what you want to be famous for and be single minded and united in achieving it…”
Once upon a time…
We have loads of customer feedback mechanisms
So why don’t we know what our customers really think?
Chapter 1: Back to basics• Clear strategy and
action plan
• Clear links to values
• Spend time with
customers
• Map their journey’s
• Work with Voluntas
The elephant in the room
• The washing line effect
• How do you know an
elephant is an elephant if
you can’t see it?
• Building a Business
Intelligence Model
Chapter 2: A little insight goes a long way• FIO’S supporting with bank
accounts
• Customers supported with
training and back into work
• Tackling digital exclusion
• Tailoring communications
• Meeting needs and aspirations
• Changing ways of working
(voids)
Don’t just listen; understand
“We’re not competitor
obsessed, we’re customer
obsessed. We start with what
the customer wants and we
work backwards” Jeff
Bezos, Amazon
‘turning insight into action’
Chapter 3…
Chapter 4: Decide what you want to be famous for…
• Total wellbeing services
• Reputation management
Your culture is your brand!
Chapter 5: The never ending journey
3 top tips to take away…
1. Be clear and be united in what you are
trying to achieve
2. Get buy in from your Senior Management
Team, it sets the culture
3. Have a dedicated role for analysis – make
sure you can use the data you capture!
