Client Services Manager Big Buzz, Inc. University of Denver Denver, Colorado
Session Description: Do you ever wonder why seemingly happy residents are moving out of your community once a new competitor opens nearby? Or why residents and families seem happy, yet the census is still lower than anticipated? Resident satisfaction and brand loyalty tend to be thrown around interchangeably, but they are two separate measurements. Resident satisfaction measures what has already happened, and brand loyalty measures what your happiest residents and family members are willing to do in the future for your organization. By becoming clear and measuring resident satisfaction and brand loyalty, your organization can more easily identify gaps in the marketing process and build a strong foundation for conquering your organizational objectives and goals. By the end of this session, you and your team will walk away with the clarity needed to begin the differentiation process, complete a gap analysis, and identify your highest organizational goals for optimal success.
Approved for CA RCFE CETP CEUs. Approved for NAB/NCERS CEUs.
Learning Objectives:
Understand the difference between resident satisfaction and brand loyalty and their roles in the marketing process. By collecting and analyzing this data, organizations can become more proactive in marketing efforts
Use a gap analysis to identify weak areas in the sales and marketing processes, and how to develop strategies to fill those areas and reach organizational goals
Tie the highest financial goal to future objectives to provide the clarity needed to develop a strategic marketing plan, focusing only on the strategies that will create the biggest impact