The rise of the untethered customer - voluntas 20th october 2011

The Fall of Resident Involvement

The Rise of The Untethered Customer

Paul Taylor ADVANCE Bromford

Where were you when you realised the world had

changed?

WE ARE OUTNUMBERED

PERSONALISATION

Retire at 65 – Live to 500

Human life expectancies have the potential to reach 500, or possibly even 1000.

“The first person to live to 1,000 might be 60 already”

Dr. Aubrey de Grey B.A., M.A. and Ph.D., University of Cambridge, Cambridge, UK. Born 20th April 1963 -

Gen Y attitudes to Service

• Will not wait – 2.5 minutes being litmus test for service• Want everything for less and more price comparison conscious • Maintenance – different attitude to problem solving – done through

networks• Gen Y is more “Do it for Me” than “Do It Yourself”• Much more confident in complaining – using trending, blogs and

organising online campaigns against poor service • “Secondary” Advocacy increasingly driven by other peoples

experience than their own

Gen Y attitudes to Homes

• Stigma about living at home has gone• Sharing space (and costs) more acceptable –

rise in short term for multi-family units• Want smaller – but really efficient – boxes that

cost less• Longer term –pent up desire for single family

accommodation and home ownership• Not just broadband ready but decent

broadband - less than 5mb seen as “embarrassing”

• Aware of environment/value conscious• Distrustful of large private estates

Gen Y attitudes to Housing

• Women as heads of household – far more security and design conscious

• Multi-Ethnic – much greater desire for proximity to family, cultural and sports facilities

• As above – also living with older relatives for many groups

• Conversely the “Greying” of the UK – means a surge in demand for a new style of assisted living and sheltered accommodation

THE M-CUSTOMER

WHAT DOES A SIGN-UP LOOK LIKE?A COMPLAINT?

AN ARREARS VISIT?SUPPORT?A SURVEY?

UNTETHERED INTERVENTIONS

DO IT FOR ME RATHER THAN DO IT MYSELF

SOCIAL LEARNING

Service Not what you

expected?

Tweet All About it..

Your VoiceMoment of Truth

Your VoiceMoment of Truth

Phone the RANT LINE…Your Voice

Moment Of TruthAnniversary

Your VoiceMoment of Truth

Your VoiceMoment of Truth

Leaking Roof

Getting Support

What was YOUR experience?How were OUR people?Would YOU recommend US?What would YOU say?

Hello this is the Rant Line.. You can share your

experience… we will contact you if you leave

your details..

How do you feel about the support you receive?

As you celebrate your anniversary – tell us how

you feel about us and where you live?

You can tell us what you think at any time on

Twitter and Facebook…

Welcome to theYour Voice Board Game

Click here to start your customer experience journey

Find your Moment of Truth

THE NEW METRIC?

TRANSPARENCY

Co-CREATION

FROM DIALOGUE TO MULTILOGUE

NEW WORLD NEW DEAL

SERVICE OFFERS THAT WORK

GEO-MAPPED COMMUNITIESGEO-MAPPED CUSTOMERS

ITS STILL ALL ABOUT PEOPLE

OUR CUSTOMERS KNOW MORE ABOUT THIS

THAN US

TRADITION STILL HAS IT’S PLACE

UNTETHERED- THEY CAN

SHAPE OUR BUSINESSES LIKE NEVER

BEFORE

Thank You and Lets Connect

TWITTER paulbromford

LINKEDIN Paul Taylor

Google + Paul Taylor

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BLOG paulbromford.wordpress.com

E-MAIL paul.taylor@bromford.co.uk