Lendlease is a global property and infrastructure provider with over 65 years of experience. In Australia, Lendlease Retirement Living develops senior living communities with over 75 retirement villages and 16,000 residents.
Challenge
The business required assistance in implementing their vision of creating an engagement program for residents across all of their Australian retirement living villages. The core challenge for the business was developing a program that would provide meaningful value to their residents and promote a stronger sense of belonging. The goal of the engagement program was to increase resident satisfaction levels, generate WOM acquisition and differentiate Lendlease from competitors.
Solution
Loyalty & Reward Co were engaged by Lendlease to design, execute and operate the new engagement program.
Workshops were held with key stakeholders to design the program. A commercial model was developed which identified the most cost-effective way to implement the solution. A vendor RFP was run to select the best platform. Design work was completed for the front-end website. Full project management of the execute phase was conducted to ensure deliver on time and budget.
Impact
The program has been successfully operated by Loyalty & Reward Co since December 2018. During this time Lendlease has seen an increase in resident satisfaction as well as program evolution through new physical and digital card rollouts.
The program is consecutively highlighted as one of the top three resident benefits via annual surveys.
