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In today's connected world, every real world housing community needs its digital equivalent. Here is the core ideas to get you going
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A V i s i o n F o r D i g i t a l S e r v i c eI n T h e H o u s i n g S e c t o r
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Tw o Ve rs i o n s O f A C o m m u n i t y A r e P l a n n e d
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
T h e P hy s i c a l
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
T h e D i g i t a l
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
5
CS Via Customer Communities
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
6
CS Via Customer Communities
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
W hy a d i g i t a l e q u i va l e n t t o a p hy s i c a l c o m m u n i t y m e e t s e m e r g i n g c o n s u m e r ex p e c t a ti o n s
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
UK Communication Behaviour
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Taking Charge
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
24x7 Mobile & Social
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Organisations Are Waking Up
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Bits Are Already In Play
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014 <#>
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
It’s Affordable!
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
W h a t s u p p o r t , i n n o va ti o n a n d a d v o c a c y b e n e fi t s d o p e e r t o p e e r c o m m u n i ti e s o ff e r ?
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Peer to Peer Support
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Customer Sat risen 87%
Twitter NPS 61 Chat NPS 64
Peer to Peer Support
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Peer to Peer Support
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
NPS score
Drives Csat
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Customer Led Innovation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Co-creation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Co-creation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Co-creation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Outcomes
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Outcomes
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
E xa m p l e s t h a t s h o w t h e p o t e n ti a l
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
31
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
32
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
W h e r e p e e r t o p e e r s u p p o r t fi t s i n a m u l ti -c h a n n e l s e r v i c e s t ra t e g y
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
In Active Use
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Source: Data from a major telecom operator that provides customer care through Facebook, Twitter, and a dedicated customer community. The sample represents 140, 000 customer requests.
Customer Driven Mix
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Advisor
Virtual Advisor
IVR
Mail/Email
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
Voice – Text – Video
A S S I S T E D S E R V I C E – S E L F S E R V I C E
©Brainfood Consulting 2013
The P2p Community Spectrum
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Social - Video
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
The Community Dynamic
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
TwitterFacebook
P2PCommunity
One set of routing rulesOne source for reporting
Cross Channel Management
Organised Under A System Of
Unified Queuing
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Everyone/community has a digital equivalent
P2P gives voice & offers depth of expertise
It’s a commercial & CX win-win
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
