When you’re selling an active retirement community and medical care to seniors, high-touch, in-person interaction is the gold standard. At Erickson Living Management, prospective clients are typically courted with one-on-one tours of facilities and amenities, a walk-through of their potential residence capped off with a meal in one of the company’s many on-site restaurants.
Erickson’s proven relationship-oriented customer experience was upended last March when COVID-19 bore down in full force. The company had to scramble to translate the intimacy of on-site visits, in-person group events, and shared lunches into a virtual experience that not only fully represented what its communities had to offer, but also engaged potential customers, many not overly digital savvy, in ways that were both comfortable and compelling.
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(Insider Story)
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Source: News