Flagship focused on a number of customer engagement initiatives to change the way they engaged with their customers. From forming a small, skill based focus group of customers (COG) to identify possible areas of concern to creating a bespoke Customer App designed to enable the COG to send their opinions directly into the heart of the organisation.
They also created an online platform for customers to share their views on service related topics. These, along with other positive changes, resulted in Flagships win at the awards earlier this week.
“We are thrilled to have won the award,” said Marie-Claire Delbrouque, Director of Housing & Customer Insight at Flagship. “For some time, we have been conscious that the digital revolution is here to stay and as a result we needed to make sure we kept up with the changing dynamic of interacting with our customers.
“By embedding these involvement channels, times have really changed at Flagship. Customers are able to easily communicate and influence services, give views and opinions on key service and policy changes and operate in a digital world, free of paper with minimal meetings.”
Congratulations to the team at Flagship Group on your award!