SlideShare a Scribd company logo
“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
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!
Questions?
Questions?
Questions?
Jennifer Preedy
Head of Business Insight
0300 777 4321
jpreedy@hhl.org.uk

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Insightful stories from the Housing sector - Herefordshire Housing

  • 1. “Decide what you want to be famous for and be single minded and united in achieving it…”
  • 2. Once upon a time… We have loads of customer feedback mechanisms So why don’t we know what our customers really think?
  • 3. 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
  • 4. 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
  • 5.
  • 6. 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
  • 7. 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
  • 8. ‘turning insight into action’ Chapter 3…
  • 9. Chapter 4: Decide what you want to be famous for… • Total wellbeing services • Reputation management Your culture is your brand!
  • 10. 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!
  • 11. Questions? Questions? Questions? Jennifer Preedy Head of Business Insight 0300 777 4321 jpreedy@hhl.org.uk

Editor's Notes

  1. Making it the heart of the organisation How you move from operational uses to strategic – a customer centric organisation
  2. CRM Customer Care Mobile working Website development
  3. Famous for being a provider of total wellbeing services. How do you achieve that? By understanding customers and providing first class customer service; putting the Customer First. Using insight to inform and shape how and what we deliver to achieve our aims and have happier customers.