Designing a Voice of the Customer Program

Now more than ever, it is essential for Aged Care organisations to understand their customers’ needs and wants, and to have a strategy to meet these expectations and preferences.

In this webinar, Tash Edwards will walk you through a practical guide to a Voice of Customer program and how collecting feedback from customers at key moments in their customer journey will allow your organisation to:

• Gain the insights you need to identify opportunities to improve client acquisition and retention.
• Trend, monitor and predict your customer sentiment towards your services and organisations to intervene and innovate.
• Strengthen your relationship with your customers.
• Track and trend your performance from a new lens – your customer’s experience.

With the introduction of the new home care registration scheme and consumer-driven marketplaces, your brand needs to be competitive and improve your customer experience needs to be a focus.

Tash Edwards will unpack best practice VOC program fundamentals, what technology you need to get started, how to design your feedback plan, and eight practical steps to implement.

Who will get the most out of this webinar?

This webinar is designed for people in aged care organisations responsible for employee and volunteer experiences and feedback, such as senior leaders, operational managers, HR team members and anyone interested in creating an employee feedback program to gather customer insights and turn them into action to improve customer experiences.

About Tash Edwards and Enkindle Consulting

With foundations in commercial banking and finance, Tash moved into the People Care industry and, for 10 years, has been leading next practice Workforce, Change Management and Consumer Experience teams within the Aged Care and Disability Industries. As a founding Partner and Director of Enkindle Consulting, Tash has worked with the Federal Government and supported Health, Aged Care, Employment and First Nation organisations on a range of projects in strategic workforce, leadership, culture, service deployment, product, design, change strategy and business improvement.

Enkindle means to ‘set on fire’ or ‘inspire’. We are contemporary Strategic Management consultants with over 25+ years’ Executive experience in the Aged Care industry. We are passionate about supporting Providers to transform and thrive through renewal, repositioning and reinventing their business, service models and strategy. Our superpower is turning strategy into clear plans for execution. Plans that provide the steps to help organisations to communicate and mobilise change, service, and organisation transformation.

Can’t attend?

Please email us at hello@enkindle.com.au and we will update you when additional dates become available.

Click here to register.