Ageing and the LGBT Community – Raising the Bar on customer Service Dr. Tim Johnston, SAGE Advocacy and Service for LGBT Elders
The first rule in marketing and communication is to know your client. In this session, Tim will reveal the profile and purchasing power of the LGBTQ community and discuss their challenges in engaging with the business and service communities. Tim shares insights about what this community seeks from business and professional services and translates this knowledge into best practice recommendations to gain their trust, loyalty, and endorsement.
KEY TAKEAWAYS
ISSUES FOR CLIENTS
CONVERSATIONS WITH CLIENTS
Intersectionality
Being Seen
How They Prefer to be addressed
Why you need to know this
Inclusion
Inclusive messaging and language
Denying personhood
Welcomed
Connect & Engage with their community
Key Terminology
Respect and business loyalty
Demonstrate support
Dangerous assumptions & language
Life Affirming
Training and Awareness
Abuse & Neglect
Stereotypes and prejudice
Hiring practices
Customer Engagement
SAFETY
Marketing and Sales
Community Connection and Inclusion
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Dr. Tim Johnston – Elevating the quality of the customer experience for the LGBT community.
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