This document discusses the rise of the "untethered customer" and the fall of traditional resident involvement. It notes that customers now have more information than companies and can shape businesses in new ways through being untethered. The key aspects are that customers are no longer tied to traditional models of service and engagement, they expect personalized experiences and want to provide feedback and co-create services in a transparent manner through new digital channels and social networks.

1. The Fall of Resident
Involvement
The Rise of The Untethered
Customer
Paul Taylor ADVANCE Bromford

2. Where were you when you
realised the world had changed?

3. WE ARE OUTNUMBERED

4. PERSONALISATION

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. 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. 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. 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. THE M-CUSTOMER

10. UNTETHERED INTERVENTIONS
WHAT DOES A SIGN-UP LOOK LIKE?
A COMPLAINT?
AN ARREARS VISIT?
SUPPORT?
A SURVEY?

11. DO IT FOR ME RATHER THAN DO
IT MYSELF

12. SOCIAL LEARNING

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 YOUR
Your 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. THE NEW METRIC?

15. TRANSPARENCY

16. Co-CREATION

17. FROM DIALOGUE TO MULTILOGUE

18. NEW WORLD NEW DEAL

19. SERVICE OFFERS THAT WORK

20. GEO-MAPPED COMMUNITIES
GEO-MAPPED CUSTOMERS

21. ITS STILL ALL ABOUT PEOPLE

22. OUR
CUSTOMERS
KNOW MORE
ABOUT THIS
THAN US

23. TRADITION STILL HAS IT’S PLACE

24. UNTETHERED-
THEY CAN
SHAPE OUR
BUSINESSES
LIKE NEVER
BEFORE

25. Thank You and Lets Connect
TWITTER paulbromford
LINKEDIN Paul Taylor
Google + Paul Taylor
Foursquare Paul Taylor
BLOG paulbromford.wordpress.com
E-MAIL paul.taylor@bromford.co.uk