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The Fall of Resident                 Involvement              The Rise of The Untethered                      CustomerPaul...
Where were you when yourealised 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 p...
Gen Y attitudes to Service• Will not wait – 2.5 minutes being litmus test for  service• Want everything for less and more ...
Gen Y attitudes to Homes• Stigma about living at home has gone• Sharing space (and costs) more acceptable – rise in  short...
Gen Y attitudes to Housing• Women as heads of household – far more security  and design conscious• Multi-Ethnic – much gre...
THE M-CUSTOMER
UNTETHERED INTERVENTIONS    WHAT DOES A SIGN-UP LOOK LIKE?            A COMPLAINT?          AN ARREARS VISIT?             ...
DO IT FOR ME RATHER THAN DO          IT MYSELF
SOCIAL LEARNING
Your Voice                 Leaking Roof         Your Voice                  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
OURCUSTOMERSKNOW MOREABOUT THIS THAN US
TRADITION STILL HAS IT’S PLACE
UNTETHERED-  THEY CAN SHAPE OUR BUSINESSES LIKE NEVER   BEFORE
Thank You and Lets ConnectTWITTER                            paulbromfordLINKEDIN                           Paul TaylorGoo...
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The rise of the untethered customer - voluntas 20th october 2011

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

  1. 1. The Fall of Resident Involvement The Rise of The Untethered CustomerPaul Taylor ADVANCE Bromford
  2. 2. Where were you when yourealised the world had changed?
  3. 3. WE ARE OUTNUMBERED
  4. 4. PERSONALISATION
  5. 5. 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 -
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. THE M-CUSTOMER
  10. 10. UNTETHERED INTERVENTIONS WHAT DOES A SIGN-UP LOOK LIKE? A COMPLAINT? AN ARREARS VISIT? SUPPORT? A SURVEY?
  11. 11. DO IT FOR ME RATHER THAN DO IT MYSELF
  12. 12. SOCIAL LEARNING
  13. 13. Your Voice Leaking Roof Your Voice Moment of Truth Moment of Truth Service Not what you expected? Welcome to the Your Voice Board Game What wasthis is the Rant Hello YOURYour Voice As you celebrate your experience?can share your Phone the Line.. You us what you You can tell RANT LINE…Moment of Truth How do OUR feel us you tell about anniversary – people?how How wereat any timewill experience… we on think Click hereyou feel about us leave Would YOU recommend customer to start your the support you receive? contact you if you Twitter and Facebook… and US? where you live?Anniversary experience journey your details.. What would YOU say? Find your Moment of Truth Tweet All Your Voice Getting About it.. Moment of Truth Support
  14. 14. THE NEW METRIC?
  15. 15. TRANSPARENCY
  16. 16. Co-CREATION
  17. 17. FROM DIALOGUE TO MULTILOGUE
  18. 18. NEW WORLD NEW DEAL
  19. 19. SERVICE OFFERS THAT WORK
  20. 20. GEO-MAPPED COMMUNITIESGEO-MAPPED CUSTOMERS
  21. 21. ITS STILL ALL ABOUT PEOPLE
  22. 22. OURCUSTOMERSKNOW MOREABOUT THIS THAN US
  23. 23. TRADITION STILL HAS IT’S PLACE
  24. 24. UNTETHERED- THEY CAN SHAPE OUR BUSINESSES LIKE NEVER BEFORE
  25. 25. Thank You and Lets ConnectTWITTER paulbromfordLINKEDIN Paul TaylorGoogle + Paul TaylorFoursquare Paul TaylorBLOG paulbromford.wordpress.comE-MAIL paul.taylor@bromford.co.uk
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