Everybody wants to be an insider. Sally discusses what the characteristics are of insiders in the disability community, and how providers can become one.
Have you ever designed a seemingly innocent questionnaire for your customers and received some rather hostile responses? Brent Woolgar explores the discrimination that can occur through misguided questionnaire design.
Do you wonder how it feels to be an NDIS participant navigating the disability support marketplace for the first time? Could choice really be a problem? Evie explores the paradox of choice and what providers can do to mitigate it.
The NDIS has completely changed the disability industry in Australia in five major ways and each of these raises a vital marketing question, Sally Coddington explains.
After 3 years running a trial site business, Rob Woolley argues that a key to NDIS success is difference...
With the transformation of the disability sector into a customer-driven market, there is much to learn from outside the sector. In this article, Sally Coddington explores the concept of "customer stickiness" and how this marketing idea might benefit your organisation.
We are big fans of Design Thinking and Human Centered Design as techniques for service design. Here are some great resources for learning about how to implement Design Thinking in your organisation.
In this article we share DSC's approach to understanding what the NDIS can fund and what the value proposition is for each domain of services from the perspective of NDIS participants.
We meet a lot of service providers who hate the word Customer. Evie explains why the C word of the sector is not a dirty word.
Market analysis doesn't have to be complicated! All you really need to do is ask the right people the right questions. Here are some simple tips to help you get started.
The Service Providers Accessibility Guide is designed to provide you with a practical, hands-on, step-by-step way to effectively prepare and deliver content to people with disabilities via computing and electronic devices.
In this video, we ask Kevin about his experience in the NDIS trial sites, about stand out examples of customer service and engagement and about what he thinks it will take to succeed as a customer-focused organisation under the NDIS.
Who is responsible for marketing in your organisation? This key strategic function needs a strong place at executive level. Roland explores why client and staff engagement are critical to attracting and retaining customers.
We love these slides (and there’s a video too) from the Nonprofit Marketing Guide, they are spot on and funny! They detail just about every marketing mistake every non profit I have ever worked for has made!