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This presentation looks at the impact of digital mobility on customer engagement - specifically in the housing sector.
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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
Foursquare Paul Taylor
BLOG paulbromford.wordpress.com
E-MAIL [email protected]