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Delivering Customer Centricity in Residential Property

In our latest briefing paper, we explore the need for customer centricity in the residential property sector.

Andrew McMillan leads the discussion based on his 28 years at John Lewis and then latterly as a consultant in customer and employee experience, working for the likes of British Airways, NHS Property Services and Vauxhall Motors.

The paper also features industry insight from Andrew Bulmer (IRPM), Debra Yudolph (SAY Property Consulting), Mark Alker Stone (AWW) and Russell Markou (Tipi) on the importance of gaining a deeper understanding of customers’ needs, wants and service expectations.


This briefing paper is based on the proceedings of the Delivering Customer Centricity in Residential Property briefing hosted by FirstPort at The Gherkin, London on 10 September 2019.