25 - 26 March, 2020 |
International Convention Centre, Sydney
Wendy Waddell, Group Executive - Care & Commercial at Japara

Wendy Waddell

Group Executive - Care & Commercial

Check out the incredible speaker line-up to see who will be joining Wendy.

Download The Latest Agenda

Aged Care Day Two: 28 March, 2019

Thursday, March 28th, 2019

11:20 AM Differentiation: Customers Should Be At the Centre of Your Rebrand Strategy

Japara is conducting a review of their rebrand strategy to enhance the whole process of end to end customer engagement, which should start before they arrive and continue after they pass on. Learn why it’s important to:

  • Bring all stakeholders along the journey to give them a sense of ownership and contribution to the end to end customer experience and help you to identify different market needs and understand how to meet them
  • Keep the brand simple, consistent and understandable to all stakeholders because the brand should be a “lived” experience that engages staff and customers at every touch point
  • Keep an open mind when you undergo a rebrand, to be brave and self-critical, be ready for change and have the evidence to support your vision and approach