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Stitching Together Customer Experiences: Greg Reed's Approach at PFP



In this episode of “The Voice of Customer Experience,” we meet Greg Reed, who is the Group CEO of Places for People (PFP). Greg tells us about the challenges of delivering a consistent and effective customer experience across five different customer groups and shares his vision for identifying the one element that could tie these businesses together to make PfP unique.

He goes on to explain how PFP has been able to stitch these diverse groups together into a powerful collective to create a thriving community and deliver on the customer experience promises that truly make a difference. He highlights the value of data and insight in truly understanding the needs of their customers, and he emphasizes that the introduction of the right technology at the right time and in the right places has had a positive effect on both customers and colleagues.
Greg Reed

Greg Reed

Places for People Group CEO

Group CEO of Places for People the UK’s leading Social Enterprise. We believe Communities thrive when they work for everyone. So we create homes, places and communities that are sustainable economically, socially and environmentally.

The Group’s award-winning placemaking, affordable housing, property investment, development, and property management companies are active throughout the UK. PfP own or manage more than 250,000 homes, operate over 100 leisure facilities with 2 million visits a month, employ over 12,000 colleagues, deliver £300m annually in social value, have assets over £15.0 bn, and will deliver 35,000 affordable homes over the next 10 years.

Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

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