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Love, Decency, Kindness [CX Leaders Aged Care Podcast]

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If you are behind a computer for most of the day, we highly recommend heading out for a walk with this podcast and headphones on, enjoying the combination of learning, moving, and fresh air.

Customer Experience Leaders podcast is focused on learning from industry leaders on how to create delightful customer experiences. The hosts have a conversation about their learning each episode. They have interviewed brands including Disney, Pandora, Optus and Country Road.

In this episode, CEO Byron Cannon talks about founding, designing and running LDK Seniors Living. Two important differentiators are outlined: how the organisation achieves it’s values; and how LDK discovered and deliver what older people really wanted when they move into a retirement community.

The core values are in the name: Love, Decency and Kindness. In the podcast, Cannon outlines how they achieve their values day to day by aligning the organisation to be human first. Staff and residents share friendships. They spend time together. This is part of LDK’s business model and the reason their organisation is thriving.

Cannon also notes that where retirement living has traditionally been a property play for developers and aged care is a serviced based industry, LDK made the change to combine residential property with home support services. This has led to a core differentiator: “When a person joins our family as a resident, they will not have to move again. That’s our promise.”

If you are working in the aged care sector, in Australia or globally, this episode will give you perspectives from a CEO that is leading in the sector. Importantly, LDK is a beautiful example for everyone designing organisations that create impact. This is how to differentiate through your values, and create a business model that truly supports your promise.

 

Peter Sydes is Director and Practice Lead Human Services at CapFeather. Peter has held C-Suite and Board positions for over 25 years leading growth and development across profit-for-purpose and for-profit entities. Peter is a passionate advocate for the aged care and disability support sectors.

Sarah Daly is fascinated with how people impact commercial success. She is undertaking a PhD at the Queensland University of Technology investigating the role of trust in the adoption and diffusion of AI based innovation. She is also the Operations Director of CapFeather, a customer strategy and innovation consulting firm.