How giving the customer what they want drives results at RHP

Feb. 20, 2012 - PRLog -- Interview by Helen Winsor, IQPC Exchange

David Done, Chief Executive and Sarah Thomas, Executive Director of Customer Services at Richmond Housing Partnership (RHP) join IQPC Exchange to discuss the latest customer management initiatives within the organisation, designed to offer a personalised and customer-friendly service, using the latest technological advances. They also share their lessons learned and predictions for developments in 2012. They also pinpoint their all-time heroes and explain why.


IQPC Exchange: Hello, and welcome to this IQPC Quick Fire [?] podcast, presented by IQPC Exchange. I’m your host, Helen Winsor, and this podcast is in conjunction with the Customer Contact Exchange 2012.

Today, I’m joined by David Done, chief executive of Richmond Housing Partnership, RHP, and Sarah Thomas, who is the executive director of customer services. Welcome to the show. How are you today?

S Thomas: Good, thanks, Helen.

D Done: Yes, fine. Thank you.

IQPC Exchange: Great of you to join us ahead of the event. Now, firstly, what are the key learnings and tools that you can take from your take from your experience at RHP and apply when working with organisations from a variety of industries all looking to achieve business objective through smarter and more efficient customer management?

And, Sarah, if you’d like to take this first question, please.

S Thomas: Thank you, Helen. Well, for me, the first step is really about delivering what customers need and want. And as organisations in the modern world, we’re very lucky in that our customers tell us what they expect from us and what they’d like to see from us in all the market and customer research that we do.

To download this interview in full please click here - http://www.customercontactexchange.com/Event.aspx?id=5465... &utm_medium=HWOnline&utm_source=Linked In&MAC=HW_PROMO_11337.006_PR