Capturing customer expectations

The Property Council’s final Queensland Retirement Breakfast for 2016 explored what is driving consumers in seeking seniors’ housing product.

Rebecca Wilson, CEO of Starts at 60 – a market leader in seniors orientated media – provided an engaging and entertaining presentation which recalibrated perceptions of the over 60s demographic and how industry should engage with them. Rebecca outlined that the demographic had the most demand, yet had the least people servicing them. The retirement living industry was urged not to shy away from social media with the over 60s demographic highly engaged on social media platforms. Rebecca challenged the industry to market their products with the understanding that the over 60s demographic is motivated by the ‘fear of missing out’.

Mark Eagleston, Territory Operations Manager for Queensland South with Aveo, joined Rebecca for a panel discussion on meeting customer expectations which was moderated by Aileen Stewart, Regional Manager Operations, Retirement Living QLD/NSW/ACT for Stockland.

Mark outlined that customer satisfaction was a key focus of his company. Aveo have been developing innovative means of bridging the gap between corporate and residents and the results have been promising. While lifestyle remains a key selling point, Mark argued that health and wellness services were a key demand and core to the Aveo product. Both Mark and Rebecca agreed that more could be done to use residents as village ambassadors.

The breakfast concluded with the announcement of the Retirement Living Council’s Manager of the Year Award 2016. Kevin and Mika Humphries from Eureka Care Community Rockhampton were this year’s Queensland winners. The Property Council congratulates the Kevin and Mika on their exceptional contribution to the industry.

The Property Council would like to thank event hosts, Minter Ellison, and Cottee Parker for their sponsorship of the breakfast. 

Photos from the event can be found here.

Event Sponsor: