Social housing change specialists, Golden Marzipan have today announced the appointment of customer-centricity expert and Weaver Vale HT board member, Lynne Mills, to further bolster its growing team of advisors.
Launched less than 18 months ago Golden Marzipan is already making an impact in the social housing sector, with its solid stable of clients and regular events that are attracting some big names in the industry. Known for its people-focused approach to transformation, the change specialists say that appointing a customer experience expert was a natural progression as Director Peter Lunio explains:
“Customer-centricity and customer engagement are a real issue in social housing. Whenever we run a breakfast briefing on these issues, we are inundated with housing professionals wanting to attend and whilst there’s loads of chatter on this subject, we often see organisations struggle with implementation. We were keen for Lynne to join the team as she brings an unprecedented mix of business skill and customer experience insight that will help our customers genuinely improve customer experience at a time when the sector is under increasing scrutiny from the regulator.”
As well as over 30 years of experience in big names such as BT, O2 and Cap Gemini, Lynne also brings 8 years of experience from her work at The Institute of Customer Service where she supported CEOs to improve business results, particularly around the Customer Experience. As an advisor at Golden Marzipan, she aims to bring this experience specifically to social housing as she explains:
“A growing number of social housing businesses are joining The Institute as they recognise the benefits to genuinely build service provision around the customer. This isn’t about doing everything the customers wants, but it’s about asking yourself whether something works for the customer and works for you as a business. I’m delighted to join Golden Marzipan as a specialist advisor as they are driven to deliver real change in the sector.”
Launching in June 2021, the new customer experience service from Golden Marzipan will provide social housing businesses with an opportunity to independently assess their customer-centricity and then use this insight to re-imagine and re-design their service provision.
If you are interested in finding out more about how Lynne Mills and Golden Marzipan could help your business genuinely transform your services to be customer-centric, call 0333 2210 7531 or email firstname.lastname@example.org for a free informal consultation. Alternatively take a look at Lynne’s latest blog on customer-centricity