Key things to help you everyday

Effective customer engagement: creating a sense of community unites us

By Rebecca Hogan3C Management

It is critical that the retirement living ecosystem is viable and sustainable.

Achieving effective customer engagement will drive growth and brand awareness.

Increasingly the people accessing retirement living are looking to be part of a social community, so people feel as though they are part of something greater.

If operators create a sense of community, it gives people the opportunity to connect with people, establish new friendships which makes people feel safe and secure.

Customer experience should be your No.1 priority:

  • Obsess over your customers by delivering value.
  • Having digital communication lines open by creating a ‘listening centre’. Let the customer know that it is okay to communicate what they are feeling.
  • Operators should be encouraging customers at all touch points to reach out to their Operator. This not only improves your service, but also empowers the customer to mediate their own concerns and self-manage their independence.
  • Implement a communication strategy that creates a sense of community and belonging.
  • Change your mindset about social media. Use social media as an engagement tool, not just an online platform to promote products and services.
  • Get creative and do not hesitate to try something different, because without customers there would be no service to operate.
  • Scale your customer engagement budget. Business is not as it used to be.

If you need a hand in developing your customer engagement strategy be sure to reach out to DCMI Industry Partner Rebecca Hogan, 3C Management.

Key things to help you everyday

Accelerate your village learning Join us in Sydney 20-21 Feb At The VILLAGE SUMMIT 2020 Village + H.O. Management

23 Sector Speakers: CEOs, Regulators, Motivators

The DCM Institute is proud to present The VILLAGE SUMMIT 2020, two days of inspiration and unique learnings in community leadership for Village Managers and HO Management staff.

The VILLAGE SUMMIT 2020 delivers and accelerates focused technical and soft skill development, professional development and premium networking.

By popular demand we have brought back Matt Church, rated in the Top 10 Motivational Speakers of the world.

Rebecca Hogan, Operations Manager at Churches of Christ (QLD) will provide positive learnings on managing and supporting residents in the dementia journey.

Mark Bindon co-founded Oak Tree villages, Australia’s fastest growing village operator (26 villages), will share his experience building resident trust.

Plus another 18 great sector speakers.

Join 400 of your village sector colleagues in a great two days of learning. $1850+GST, including our unique State Dinners at iconic Sydney venues including The QVB Tea Rooms or The Studio at Centrepoint Tower, where you join delegates from your State to build networks and share.

Learn more HERE.