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Taking Customer Service from Good to Great


This report was prepared for the American Seniors Housing Association by Laurie Kennedy of Market Infomatrix, and is based on longitudinal focus group research with 22 adult children whose parents reside in assisted living and dementia care settings. The report provides crucial insights for senior living operators on a host of topics including: the impetus for moving; resources and tools used in the search process; selecting a community; moving-in; life after move-in; the adult child as advocate; and many other topics that make this a highly insightful and practical resource for operators who want to take their customer service to another level.

ASHA Members login to download a free copy of Taking Customer Service from Good to Great: A panel of experienced adult children offers fresh insights on how to strengthen customer satisfaction and increase referrals.

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