Community LIFE’s mission is to enable older adults to remain at home while preserving their dignity, independence and quality of life. The non profit organization wanted to increase awareness of services among the community and with referral sources such as physicians, hospitals and skilled nursing facilities.
Our Customer Positioning System (CPS)™ sessions focused on clearly defining Community LIFE’s key target markets and enhancing the customer experience. We uncovered the need for internal operational changes to help staff members, regardless of position, support the agency’s sales and marketing efforts.
The sessions led us to build Customer Relationship Management (CRM) software for the center—and provide one-on-one training to staff—as part of a Referral Source Marketing Process Improvement Plan. We also performed a Marketing Audit, taking a hard look at all of their marketing materials and making suggestions for improvement. The Marketing Audit recommendations led to cost savings while improving the overall marketing “look and feel” for the organization.
With our help in customer positioning and sales training, the nonprofit healthcare agency was able to develop and implement a systematic Referral Source Marketing Program that has led to increased referrals and awareness in the community.