Mr Bruce Mullan¹

¹The Purpose Driven Group

Abstract:
Consumer choice has meant organisations need to adapt to a new way of doing business involving building relationships with customers rather than funding bodies.
The entire organisation will need to work more closely with business operations to ensure both financial accountability and business agility is managed and maintained in this context.

Our presentation focuses on aligning your organisation to the consumer journey and how to develop a positive consumer experience at each stage of their journey.  We demonstrate how other retail oriented organisations accomplish the same goals for their customers at the comparable stage.

1. Ways to be more visible (and different) in a crowded market place.
2. Ways to demonstrate your emotive intangible benefits, fee structures and service catalogues when prospective clients are evaluating your aged care organisation.
3. How you can provide a positive consumer experience during the intake and service delivery stages with the right people, processes and structures in place and properly enabled with the right technology.

Participants will be enlightened and provoked to consider how their organisation may need to change in a light-hearted and entertaining way to illustrate the key concepts of what it really means to be “customer centric” in a practical sense.

Biography:
Bruce Mullan is CEO and Founder of The Purpose Driven Group – a boutique management consultancy dedicated to helping socially oriented organisations to adapt, adjust and thrive.  Previously, Bruce has provided Consulting Services over many years to large corporate organisations in Australia, New Zealand, North America, Asia and the UK.  To date, Bruce and the Purpose Driven team has helped charities, community care organisations, disability care providers, aged care providers and like-minded organisations optimise their people, processes and business systems to improve performance and provide better outcomes.  To make a difference.