Issue: 48

April 2020


Customer

This issue of the CT Brief, focusing on customers, was conceived before COVID-19 turned the whole world upside down. Yes – the whole world – yes, upside down – this is really happening. Did anyone have this on their risk map?

The articles in this issue – most of which were written before the outbreak of COVID-19 – explore the potential and challenges for organisations to create meaningful engagement, with authors searching for authentic touchpoints and for ways of overcoming remoteness. As we emerge from the shadow of the global pandemic, this will matter more than ever before.

This issue also marks a radical digital update to our CT Brief. Please send your comments and feedback to Zina Smith.

In this issue

Contributors:

Radojka Miljevic, Partner, Campbell Tickell | James Tickell, Partner, Campbell Tickell | Ceri Victory-Rowe and Sarah Loader, Consultants, Campbell Tickell | Bruce Moore, Chief Executive, Housing 21 | Andy Jameson, Chair, Basis | Marc Nohr, Group CEO of Miroma Group and Chair JW3 | Gill Bull, former Director of Freedom of Information Complaints and Compliance, Information Commissioner | Richard Blakeway, Housing Ombudsman | Annelie Sernevall, Associate, Campbell Tickell | Cllr Peter Fleming, Chair of Improvement and Innovation Board, LGA | Durka Dougall, Senior Consultant, The King's Fund

01

Welcome and contents

02

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COVID-19: using a crisis to reshape society

03

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Working remotely

04

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Making remote board meetings work

05

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Thinking big and small

06

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Move closer: engaging residents

07

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Getting closer to the customer

08

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Faster horses: learning from commercial marketing

09

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Customer service: openness, trust and confidence

10

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Better complaints handling

11

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Community engagement: the earlier the better

12

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Using behavioural insights for effective change

13

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Leading improvements in population health

14

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CT Events / Insights / Jobs

15

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Our services: delivering transformation