More than likely, one of CA’s strongest challenges will come in the form of major demographic changes such as an aging population, changes in lifestyles, decreases in housing sizes and development of alternatives to the petroleum based energy supplies.
While it is profoundly important to plan for the apparent changes that the future will bring, it is doubly important that CA embody the very essence of Customer Service. In the future, Customer Service will have to incorporate not just our treatment of customers at a CA facility, but also our ability to adapt our services to future demographic consisting of almost equal numbers of customers in each of the age cohorts.
Programs will have to be increasingly diverse to serve all of the changing age groups and their priorities.
If the price of oil continues to increase, CA might have to diversify how programs and facilities are run and where they are located. Programs might even have to be offered remotely so that as many people as possible can take advantage of the benefits without having to spend a large amount of money going to and from CA facilities.
Primary Focus Points:
- Closely monitor demographic and lifestyle changes
- Closely monitor the costs of transportation and develop an options plan for mobility of membership holders and users of CA facilities and programs
- Develop customer service programs that accommodate changing lifestyles and demographic models
- Determine modes of communications to provide information about CA offerings and the different modes of program delivery that CA will have available
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