Episode 7 - Guest Speakers Paul Morgan and Karen Gray, Wallacea Living

Show notes

* Wallacea Living overview

* Creating awareness and interest pre-opening – marketing approach

* Importance of community relationships

* Events focus and successful delivery

* Reframing later living positively – Generation Joy campaign

* Sector is about helping people live better lives – to thrive socially, physically, and emotionally

* Transparency about the offering and benefits has been key to building trust

* Building trust and emotional connection

* Customer experience is seen as a critical differentiator in the sector

* Deep discovery – all about the person and customer psychology

* Importance of creating a vibrant, inclusive lifestyle and community

* Making visits memorable and use of technology and interactive tools

* Consistency coming from a values-led culture and recruitment

* Sales is everybody's job

* Strong hospitality influence

* Personal touches – Paul and Karen’s latest holiday and concert experiences