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 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.
Regardless of how successful you have been in the past, the ambiguous and uncertain NDIS environment is likely to require a vastly different leadership approach. Vanessa outlines the best available models for assessing your business environment and responding appropriately.
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.