The Experience in Australia: Where Are We Today?
To help understand where the industry is today in terms of customer experience, KPMG interviewed consumers and their families and explored the topic and made ‘mystery shopper’ style calls to retirement Living, Home Care and Residential Care providers around Australia.
As fellow professionals, I am sure we all at some stage stop and think to ourselves “are we giving advice that adds value”?
Well, I certainly believe I do, and a recent case that I dealt with has prompted me to write this blog post and share my experience. Obviously the names, dates and places have been changed to protect the innocent, so here goes.
My conversations with clients on when they want to retire starts when they come and see me for advice – whether they are in their 30’s and haven’t even had a chance to think about it, or, in their early 50’s and not quite sure what their position looks like before they can consider if retirement is actually an option anytime soon.
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