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WelcomeHome Listens: Your Voice Drives Senior Living Innovation

At WelcomeHome, we understand that your success is our success. That's why we've launched a powerful initiative: Voice of the Customer (VoC). This program is designed to understand your needs, challenges, and aspirations more deeply, allowing us to continue improving our platform and services to serve you best.


What is the Voice of the Customer?


We've established a structured approach to gathering, analyzing, and acting on customer feedback. This isn't just about collecting data; it's about turning insights into tangible improvements. This initiative fosters collaborative input where your insights shape our development roadmap.


How does WelcomeHome gather feedback?


Our EBRs (Executive Business Reviews) provide valuable benchmark reports and portfolio analysis. During those reviews, we asked senior living leaders the following targeted questions about sales and marketing strategies, challenges, priorities, and emerging senior living trends to understand strategic shifts and challenges:


  1. What changes did you make to your sales and marketing strategy?

  2. What was your biggest challenge this year as a senior living leader?

  3. Looking ahead to the next year, what are your top business priorities?

  4. What trends or challenges will impact your business in the next year?


What We Learned:


We learned how senior living leaders prioritize quality leads, leverage digital tools, and invest in talent development. We heard about the need to personalize, tailor, and segment customers to improve marketing and sales execution and the complexities of refining the sales funnel, navigating high-acuity prospects, staffing challenges, and consistent CRM usage. They want to reduce reliance on aggregators and improve digital and professional marketing. We also heard about the difficulty of capacity, talent retention, and the need to manage communities uniquely for their specific contexts.


Many senior living leaders are interested in AI to improve sales but also have skepticism. We are seeing a trend of higher acuity prospects at inquiry and changing customer demographics, including the influx of baby boomers, shifting perceptions of senior living, and the importance of digital influencer engagement. Finally, wider economic concerns exist, including tight margins due to labor challenges, regulatory uncertainty, and affordability.


What We’re Doing To Help: 


We are constantly improving our platform to support your top priorities, like occupancy, expansion, and managing ROI, along with:  


  • Talent Development:

    • Staffing and consistent CRM usage are a challenge, so we are exploring solutions to streamline processes and training. We are improving learning resources and integrating supplemental teams within our platform. 

  • Community Management:

    • We are improving the tools and data that allow granular management of each community in its unique context.

  • Lead Quality:

    • With many senior living leaders shifting towards prioritizing quality leads, we're enhancing our platform's ability to track and manage quality, including enhanced data analytics and source analysis. 

  • Sales Funnel:

    • Considering the challenges of refining the early stages of the sales funnel, we're working on solutions to improve marketing and call center handoffs. We’re also improving digital tool integrations to help track and improve online lead generation for high-acuity prospects. 


Our Commitment:


We're committed to providing you with best-in-class analytics and performance tracking, empowering you to make data-driven decisions.

We are listening to your thoughts on the future of senior living, including priorities like occupancy, expansion, managing ROI, personalizing customer interactions, and refining lead generation strategies. Your voice matters. We encourage you to continue sharing your feedback so we can work together to shape the future of senior living.

 
 
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