At the recent Institute of Customer Service Summit in London, CEO of the Sovereign Housing Association, Ann Santry, delivered a keynote to attendees outlining how her organisation was driving customer service improvements through a programme of co-creation with its residents.
MyCustomer caught up with Ann backstage at the Summit to learn more about how Sovereign Housing Association is deploying co-creation, and how organisations from other sectors can implement a similar programme.
00.10 - For those unfamiliar with co-creation, what does it mean in a customer service sense?
00.58 - Where has co-creation been of most value to the Sovereign Housing Association?
01.42 - How do you nominate the residents that will collaborate with you?
02.21 - Where has this co-creation most benefited the customer?
03.02 - How has it helped to shape your entire customer strategy?
03.46 - And is this model scalable and transferable across other industry sectors?
04.07 - So what should beleaguered sectors such as financial services and utilities know about this model?
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.