The Driving Customer Experience in Aged Care & Retirement Living Summit will bring together key stakeholders from Australia’s aged care, retirement living and community services sector to share key insights on the latest technologies and best strategies for providing consumer-centric care for your customers.
With the recent shift to a CDC model, there is a heightened expectation for increased customer autonomy when it comes to aged care and retirement living. Elder Australians and their families now have more control over the products and services they wish to engage with.
As customers are expecting a more personalised service and seamless experience, providers must consider new practice models to stay ahead in the increasingly competitive world of aged care and retirement living.
Hear from sector specialists at the two-day conference as they analyse the challenges and opportunities to innovate, reflect on practical approaches to improve customer experience, and share frameworks for realising customer retention and business growth.
Consumer-Centric Strategy in Aged Care Workshop
Workshop | Friday, 31st August 2018
Building a consumer-centric strategy to succeed in the new world of aged care
Faced with unprecedented change in the aged care and related health and social enterprise sectors, leaders are striving to find winning strategies to stay ahead of the ultra-competitive pack in this new consumer-directed environment.
Following his thought-provoking New World Thinking presentations and workshops, Ray Glickman brings his limited place workshop to the east coast.
Ray’s left field approach will have participants thinking differently about who their customers are, what they really want and what the role of the provider should be in the future. He will introduce his concepts of ‘plug-in providers’ playing a critical role in what he dubs the ‘coalition of the caring’.
Ray will challenge participants in a safe, fun environment to see the world in a different way, truly live in the skin of the consumer, imagine a new and exciting role for providers and develop alternative approaches to formulating a winning strategy in an interactive mentoring format.
Participants will learn to see differently as well as learn techniques with the potential to transform their organisations.
Key Learning Objectives:
- Pinpoint the nature of disruption in the aged care and disability sectors so you fully understand your strategic environment
- Understand your consumers to best meet their needs, allay their fears and fulfil their expectations
- Position your organisation and services more precisely
- Reposition your service approach to lead a 'Coalition of the Caring'
- Discover the difference between 'old world' provider-centric strategy and 'new world' consumer-centric strategy
- Learn the techniques and tools to undertake consumer-centric strategy successfully
- Translate strategy into action so your plans don't gather dust on the shelves
- Learn from left field techniques to make personal and team commitments to actions that stick