Registration from 09:00 with tea, coffee and biscuits.
09.30 Welcome and introduction
The Regulator of Social Housing’s increased focus on consumer standards, makes now the ideal time to consider a Customer Closeness programme. TLF Research managing director Jude Nottingham, will set the scene for the morning, introducing Customer Closeness and how it can bring the customer out of the data for more influence in decision making.
09.40 What is Customer Closeness?
Customer closeness isn’t just another scrutiny panel or research project. Whilst it adopts many of the principles of good qualitative research, the role of the ‘researcher’ is often carried out by you, with help and guidance from a trained facilitator to get the most out of the opportunity.
10.15 Examples of Customer Closeness Tools
We'll give you an overview of the range of tools available and how to incorporate them into your programme.
Customer shadow or In Home Customer Videos
Online Community Evenings
Customer in the boardroom
Enhanced customer journey mapping
Tea, coffee and biscuits.
11.15 Housing Topics for Customer Closeness
Customer Closeness is perfect for providing rich insight into a range of topics, here we'll cover some housing examples.
Shared Owner highs and lows
Communicating planned maintenance
Collaboration to manage ASB together
Service Charge transparency
Vulnerability (Social, Financial and Physical)
12.00 Roundtable Discussion: The building blocks of a Customer Closeness programmes
Delegates will be split into groups for a 45 minute roundtable session to discuss the key elements of Customer Closeness.
12.45 Lunch and networking
Sandwich buffet and networking opportunities
This morning event will take place on Thursday 13th July 2023.
2 Tony Wilson Place
HOME offers a unique combination of high quality meeting spaces, exciting cultural experiences and a great atmosphere, making it an inspiring location for a wide range of events.
Situated on the 2nd floor with floor to ceiling windows overlooking Tony Wilson Place, the Home event space is the ideal venue for our Customer Closeness event. For more information about the venuw and how to get there, please visit the venue's website here.
How to Book
This event is £250 (ex VAT) per delegate.
Book your place now by completing the delegate details above and adding the conference to your basket (you will need to add in the delegate details before you can add to basket).
Research For Housing
TLF Research have been developing housing research programmes for over 20 years and work with some of the UK's largest housing associations (and some amazing smaller ones too!). We're proud of our work with the housing sector and happy to play our part helping our clients deliver a first-rate service to their residents. Find out out more about our housing research services
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Get in touch
Get in touch if you would like to find out more about this event or speak to a member of our team about booking your place.