'It's time customers moved from being passive recipients to active participants'. So said Cathryn Ross, who heads up the water regulator Ofwat.
To encourage the change, Cathryn commissioned a report called ‘Tapped In’ – timed to help the water companies of England and Wales build in customer participation to their business plans for the five years from 2019.
As I researched the report, it became clear very quickly that this was a big change – relevant for every business not just for the water sector. Behind it are four big ideas (that as it happens, spell out the word FACE):
The ideas here may sound simple but they can be tricky to implement. They imply a series of principles that sometimes don’t come naturally to businesses:
The water sector is embracing these ideas. They help the sector build naturally on a direction it was heading in and provide a framework for progress. And while sector businesses accept they are probably a little behind the curve today, they know that they won’t be tomorrow.
What does this mean for your organisation? What are the opportunities? And how can you find out more? I’d offer just two thoughts. First, check out the ‘Tapped In’ report, and, while written for the water sector, read it with your business in mind. Second, feel free to contact us to find out more.
Corporate Culture Group