Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invisible and discrete, and still providing timely service. Listen in to learn how resident referrals have become their most important marketing channel, and many other CX fundamentals you can learn from this industry’s unique challenges.
Resources mentioned:
Bhutan’s gross national happiness index Michael Momsen on LinkedInHow Southwest Airlines ✈️ is taking CX to new heights | Southwest Airlines, VP of Inflight Operations, Sonya Lacore
SPECIAL: Let's end survey hell and make feedback delightful! | RateIt, Founder & CEO, Michael Momsen
Three crucial tips to creating a great culture | Culture Amp, Director of Customer Success and Support, Steve Hopkins
How to build a powerful sales team 📈 that’s also customer-centric | Winning By Design, Founder, Jacco vanderKooij
What do B2B customers actually value? | Bain & Company, Partner, Eric Almquist
Three crucial Customer Success tips to ensure customer loyalty | Winning By Design, Managing Partner, Dominique Levin
How to handle complaints like a pro | Telephone Doctor, President, Nancy Friedman
Nordstrom's secret for incredible retail growth in the digital age | The Nordstrom Way, Author, Robert Spector
How to break the rules for better results! | Customer Experience Rockstar, James Dodkins (Part 2)
How to create ROCKSTAR CX 🎸⭐🤘 | Customer Experience Rockstar, James Dodkins (Part 1)
How to manage CX in a crisis | Volkswagen Group Australia, Chief Customer Officer, Jason Bradshaw
Customer loyalty programs… do they actually work? | Customology, General Manager, Michael Barnard
How to create a customer journey map in 6 steps | CX Journey, Founder and CEO, Annette Franz
The secret to hiring great people | Sunlite Mitre 10, Managing Director, Steven Czeiger
Your questions answered by the godmother of CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 2)
The single question that will revolutionise your CX! | Customer Bliss, Founder and CEO, Jeanne Bliss (Part 1)
Service blueprints: the document to end all CX nightmares! | NBN Co, Senior CX Design Lead, Janine Pawson
Improve your CX 10x with these hacks from a CX PRO | Customer Experience Professional, Dan Fine
What is Design Thinking? And how can you apply it right away! | Product Leader, Designer and Instructor, Milly Schmidt
CX lessons from big pharma: "Educate, don't sell." | Parry Branding Group, President and Chief Branding Officer, Vince Parry
Create your
podcast in
minutes
It is Free
The emPOWERed Half Hour
Right About Now with Ryan Alford
The Marketing Secrets Show
B2B Agility™ with Greg Kihlström
The Agile Brand™ with Greg Kihlstrom
CMO Confidential