Empowering Teams to Own the Prospect Experience
Leveraging a team-friendly tool to align marketing, sales, and operations through enhanced user experience.
Challenge
Senior living communities often face the challenge of misaligned teams across marketing, sales, and operations, resulting in missed opportunities for census growth. The key challenge was helping these teams gain ownership of the prospect experience and better understand their roles in driving conversions.
The Game Plan
ADage Marketing Group developed the Customer Journey Experience Tool, designed to give teams a 30,000-foot view of their prospects’ first impressions, interactions, and decision-making processes. The tool focuses on breaking down silos between departments and fostering community-wide efforts for census building. Key actions included:
- User Experience Focus: Emphasized the importance of the prospect’s journey and how each touchpoint contributes to overall success.
- Team Alignment: Provided a framework for marketing, sales, and operations teams to collaborate and take ownership of the customer journey.
- Conversion-Ready Sales: Shifted focus to user-driven strategies that enhance prospect experiences, turning inquiries into move-ins.
Creative Implementation
ADage’s Customer Journey Experience Tool empowered teams to visualize and map the customer journey from awareness to advocacy, ensuring alignment and engagement at every step. The key solutions were:
- Perspective Shifts: Encouraged teams to view the journey from the prospect’s perspective, identifying opportunities to improve the experience.
- Collaborative Mapping: Enabled cross-departmental collaboration by providing a shared tool to evaluate touchpoints, pain points, and breakthrough moments.
- Strategic Touchpoint Evaluation: Teams used the tool to pinpoint key moments of connection and disconnection, allowing for targeted improvements in engagement and communication.
Results & Impact
The Customer Journey Experience Tool delivered significant results in team alignment and customer engagement:
- Increased Team Collaboration: Marketing, sales, and operations teams worked more closely, understanding their collective impact on census-building efforts.
- Improved Prospect Experience: By identifying and enhancing key touchpoints, the tool led to a more seamless and satisfying experience for prospects.
- Higher Conversion Rates: The focused efforts on the customer journey improved conversion rates, turning prospects into residents more efficiently.
Summary
ADage Marketing Group developed the Customer Journey Experience Tool to help senior living communities align marketing, sales, and operations teams in improving the prospect experience. The tool encouraged collaboration across departments and provided a clear view of the customer journey, helping teams identify key touchpoints and areas for improvement. This resulted in increased team collaboration, enhanced prospect experiences, and higher conversion rates, ultimately supporting census growth.
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What Our Clients Say
"ADage has been not only a pleasure to work with, they have become a partner in our marketing and sales success. Adrienne and Diana have listened to our particular needs and have responded with individualized approaches that have worked for our community.”
"It is impossible for me to recommend Adrienne and Diana, co-founders of ADage Marketing Group, highly enough. Can a senior living marketing agency be both cutting edge and "throwback" at the same time? Cutting edge, in the sense that they are on the forefront of all things related to successful senior living marketing and lead generation, and "throwback" in that they provide the kind of outstanding customer centered service that seems to be a thing of the past.”
"You can count on this group to bring renewed energy to the discussion. Innovative thinkers by nature, conversations with ADage bring new dimensions to light and opportunities to explore. They are visibly invested in the client's success, and working with them is truly a pleasure."
“Are you looking for a marketing partner who delivers data driven results, and explains the process in a way that all stakeholders can understand? ADage has your back.”
"The phrase, ‘they do what they say,’ comes to mind when I think of ADage. The Team at ADage follow through on every agreed-upon goal and usually deliver something extra. In my experience, finding partners that require no hand holding and have a similar sense of care for our brand as I do is hard to find. I trust ADage with our brand."
"The ADage team has proven themselves as tireless marketing strategists. They are well versed in their clients' industry trends and strive to regularly present marketing opportunities. The volume of work they handle is massive, and somehow always provide completed work by deadline needs."
“As a former regional director of sales and marketing, I've been involved in vetting and hiring agencies for 18 years. ADage stands out as the best among any agency that I've worked with to date. The industry veterans at ADage deliver an exceptional value. When you hire ADage, you know you have a senior living marketing partner that will be at your side through thick and thin. They are truly invested in your senior living organization's success.”
"Just wanted to pass along a little thank you for the great EQ training with Adrienne last week. Your engaging, humorous style makes the day go by quickly and makes learning easy. I still am in a bit of awe seeing how spot on they styles matched up to how I really am. Thanks again and keep up the great work. Hope to see you again soon!"
"ADage Marketing Group has been fantastic to work with! They are proactive and have resources for everything that can contribute to occupancy. Unlike some of the larger marketing firms, the ADage team treats us like partners rather than clients and are always quick to return calls. I'm grateful for their partnership!"
“Need to brainstorm an emergency occupancy recovery plan on a Friday afternoon, leading into a holiday weekend? ADage is there. Need to know how to integrate and leverage your senior living CRM with various marketing platforms? ADage has a plan for you. Do you need insight into how to allocate your marketing budget to achieve the greatest ROI? ADage will walk you through it.”
"In a previous role, over 30% of my clients were marketing agencies, including nearly every worthwhile agency in the senior living space. When I actually needed an agency to fulfill our own marketing objectives, there was only one I chose to work with: ADage."
“Personally and professionally they are refreshing and smart. They bring thoughtfulness of the senior market and an awareness of the changing cultural landscape to their work and push us to think not just about the next sale, but also about positioning ourselves for the future."
“Their expertise and knowledge of the market, along with their effective creative practices have helped us to get straight to the business of increasing census and brand awareness. This ultimately allows us to provide a higher level of community and caring for our residents. A total win!"
"It has been an absolute pleasure to work with Ms. Adrienne Mansfield. She and her team have done a stellar job of managing all aspects of creative marketing for our company over the past ten plus years. The success of our company would not have been possible without the services of Adrienne and her team. I would highly recommend her to anyone!"
"As a new small business owner serving senior living, ADage supported me in bringing focus to my brand and mission. The greatest tool they provided was a one-stop shopping list for all of the templates, brochures, flyers, and digital materials that they created. I don't have to search through my own files - I go to my pinned ADage list and have simple and quick access to them. If I need updates or changes, they do so and the links are instantly ready for me. Their services have been a game changer for my processes."
"We have worked with the ADage Group and they have been wonderful! They are extremely professional and an asset to our organization. Great partner."
“ADage stands out because they truly care about their client's success, are well versed on previous client campaigns, and provide insights and recommendations in developing new marketing strategies. A true business partner."
"As partners they are easy to work with - motivated and independent - able to implement tactics in the market with savvy and speed and great attention to detail. In many cases we have been able to repurpose their creative approaches that have been particularly successful for other communities in our organization - an added bonus to the inherent value they offer us!"
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