Episode 7 - Guest Speakers Paul Morgan and Karen Gray, Wallacea Living

* Wallacea Living overview * Creating awareness and interest pre-opening – marketing approach * Importance of community relationships * Events focus and successful delivery * Reframing later living positively – Generation Joy campaign * Sector is about helping people live better lives – to thrive socially, physically, and emotionally * Transparency about the offering and benefits has been key to building trust * Building trust and emotional connection * Customer experience is seen as a critical differentiator in the sector * Deep discovery – all about the person and customer psychology * Importance of creating a vibrant, inclusive lifestyle and community * Making visits memorable and use of technology and interactive tools * Consistency coming from a values-led culture and recruitment * Sales is everybody's job * Strong hospitality influence * Personal touches – Paul and Karen’s latest holiday and concert experiences