“Customer Experience is more than just a buzz word”, says Matthew Richter, CEO Aged Care Guild.

With the new quality standards driving a shift in focus to consumer outcomes, the way aged care providers measure and deliver on quality requires transformation. However, this represents a real cultural shift for many employees within aged care.

Matthew Richter, CEO, Aged Care Guild talks about the importance of real time feedback and highlights the importance of separating complaints and compliance from customer experience.

What is your organisation doing to better understand your community and the people you care for?


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