The Royal Commission has reinforced the need for proactive, customer-centric initiatives across the aged care sector.
Over a decade of global research has shown that every outstanding customer relationship has a universal set of qualities – The Six Pillars of Experience Excellence.
These Pillars are inextricably intertwined and, in combination, provide a powerful mechanism to help organisations understand how well their customer experience is delivered. Leading organisations demonstrate mastery in all six Pillars.
Many aged care providers will assert that the care they deliver already encompasses all six Pillars, however the Royal Commission has highlighted that this is not the case.
Robust analysis involving direct feedback from your customers is vital to assess the customer-centricity of your organisation. By reflecting on the strengths and shortcomings of customers’ experiences, aged care providers will be able to clearly define a strategy through proactive and measurable initiatives.
Six Pillars of Customer Experience Excellence
Personalisation: using individualised attention to drive an emotional connection.
Integrity: being trustworthy and engendering trust.
Expectations: minimising customer effort and creating frictionless processes.
Resolution: turning a disappointing experience into a great one.
Time & effort: managing, meeting and exceeding customer expectations.
Empathy: understanding the customer's circumstances to drive deep rapport.