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Customer Insight 18Mar10 Workshop B Graham Cadle

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Richard Greening
Richard Greening

Customers at the Heart of Total Place event 18th March 2010 Graham Cadle LB Croydon Workshop B presentation

Noticias y políticaEmpresarialesEducación
1 de 14
Graham Cadle Director of customer services London Borough of Croydon
Understanding customer needs to improve services ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Croydon context ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Our Total Place Pilot ,[object Object],[object Object]
A general approach ,[object Object],[object Object],[object Object],[object Object],[object Object]
Understanding the customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Engaging our customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Who we spoke to and how
What did we find ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
 
Using the findings ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Final Thoughts ,[object Object],[object Object],[object Object],[object Object]

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Customer Insight 18Mar10 Workshop B Graham Cadle

Notas del editor

  1. South London Largest London borough by population Home of trams in the capital
  2. I wont pretend to be an expert in this But speaking to different experts and the options we felt we needed an approach that allowed a detailed understanding of the journey customers follow Using ethnographics – basically semi-structured interviews and observation, in their local environment. Dicsussing all the feelings and experiences and what customers really wanted or felt would work Was time consuming – and required right skills Their understanding of issues and services Motivation behind decision making
  3. The subtle bit that makes all the difference.
  4. 5. Support informal social networks at all stages, especially early stages.