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Mature Marketing Links of the Week – Bills and Builders

Monday, June 22nd, 2015

Just when I’ve gotten into the swing of Sunday, Monday appears … Time for our weekly round-up of resources for mature marketing!

1. MOST CLICKED: Veteran journalist Bill Moyers has been looking closely at aging in America for some time on his site, billmoyers.com, and his readers have reacted by posting their own stories of concern. Paul Buchheit’s contribution to the conversation became the most clicked item of last week.

“It’s Time To Stop Discarding the Elderly,” Buchheit writes, labeling current economic and political attitudes a form of elder abuse.

“Financial exploitation comes from the banking industry; neglect emanates from the halls of Congress; and emotions are stirred through the stories of impoverished seniors …”

Read the post, which is chock full o’ links to stats and stories: http://bit.ly/1IZrPOL

US serviceman points at the G.I. Bill of RightsAnother Kind of Bill: We couldn’t let June 22 go by without marking a major anniversary. On June 22, 1944, President Franklin Delano Roosevelt signed into law a bill that would change America. The G.I. Bill would offer servicemen returning from World War II a range of support, from low-interest home loans to unemployment benefits to funds for higher education.

FDR was trying to prevent a repeat of the economic depression that happened after World War I. The G.I. Bill went on to drive a period of unrivaled prosperity, a 30-year economic expansion that benefited and shaped the Silent Generation and the Baby Boomers. It also completely changed the way higher education was viewed. Today’s Millennials, the most educated generation in history, have this 71-year-old legislation to thank for making college accessible beyond the nation’s wealthiest families.

RELATED: Marketing to Veterans as a Sub-Group of Mature Consumers

2. MOST SHARED: Builders — whether they’re offering age-qualified (55+ housing) communities or stand-alone homes — should be aware that baby boomers are not going to take an “off-the-shelf model.”

Tim McCarthy from Traditions of America (a Creating Results client) offered his thoughts on “The New American Home” for Yahoo! Finance. It’s a look at trends from pet suites to spa baths, many of which are trickling down from Boomers to Millennials.

Read the article: http://yhoo.it/1QLUiie


A Last Thought from Las Vegas: Put Away the Poker Face

Wednesday, February 11th, 2015

Third in a series of posts reflecting on marketing homes to 50-plus homebuyers, from a Millennial’s perspective.

Last week I shared two take-aways from my time at the International Builders’ Show in Las Vegas — the importance of grabbing a prospect’s attention and the need to invest in a website the way you would a model home. We finished post #2 with a question:

“What’s the one thing your brand can give boomer homebuyers that they can’t search for on Google?”

If you guessed “service,” you’d be hitting the jackpot! Today’s 50-plus homebuyers are expecting on demand, high-quality service when it comes to their purchasing decisions. It is critical that your team meets boomer expectations.

How can you do this?

1) Create an environment of trust and transparency. Previously, buyers would rely on longevity for purchasing decisions. For example, your family has gone to Walgreens for decades. Therefore, it is your “trusted” go-to pharmacy. Nowadays, buyers are more concerned with transparency vs. longevity. Think about those calorie counts on all food menus. While learning how many calories are really in that “skinny” salad could ruin your appetite, the transparency allows for a feeling of confidence in the brand.

You want your sales teams to convey that same feeling. 50-plus homebuyers want transparency in price, offerings and selections. This means that your team should have a strong grasp on all of these pieces to deliver high-quality service – creating credibility and a bond between you and your buyer.

2) Resident testimonials are a powerful tool to use in marketing to boomers that can communicate transparency. From a millennial perspective, I appreciate a story from someone in my demographic. But, there are so many variables and perspectives that it sometimes can be hard to relate. For example, I follow a few fellow millennial fashion bloggers to keep up with what’s in style. They may be the same age as me, but I don’t actually relate to them – there is no way I would spend $2,500 on a handbag.

The 50+ audience is different. Their upbringing and current situations are more aligned than my generation. They are looking for similar things in this stage in their lives. Use that to your advantage. Leveraging positive experiences from your homeowners through testimonials is a service. It allows for your target audience to say “I relate to that person and I can picture myself there.”

Source: North Hill

3)  Ratings and reviews are another increasingly popular way to create an environment of trust. Millennials like me rely heavily on Yelp, for example, to find restaurants, hotels, etc. More and more 50-plus homebuyers are using similar tools to influence their purchasing decision.

Because there has been such a shift toward digital with less face-to-face time, it’s increasingly difficult to build trust with online prospects. Something as simple as a positive review tells a compelling story and reinforces confidence in your brand.

Creating Results recently applied these insights into a site redesign for leading 50-plus homebuilder, Traditions of America. Their ratings and reviews pages are something they can give buyers that Google can’t.

TOA-new-site-ratings TOA-new-site-reviews


Your marketing is definitely not something to gamble with. By incorporating these ideas and suggestions, you can bet that you’ll reach your 50-plus audience in an impactful way.

How do you plan on hitting the marketing jackpot? Share your thoughts in the comments section below.

RELATED: Part 1, Playing the Best Hand to Reach Your Audience

Part 2, How to “Up the Ante” When Marketing to Baby Boomer Homebuyers

How to “Up the Ante” When Marketing to Baby Boomer Homebuyers

Thursday, February 5th, 2015

Second in a series of posts featuring insights from the 2015 International Builders’ Show in Las Vegas.

While at the International Builders’ Show I attended a session which offered some interesting stats on home buying and your website:

* 92% hunt for their new home online

* 75% of prospective buyers start searching within a year of purchase – starting with Google

* 36% use their mobile phone as their shopping companion

Those stats, from the National Association of Realtors, are for buyers of all ages. Creating Results surveyed senior and baby boomer homebuyers, and found that 37% of “Social, Silver Surfers” have rejected a community solely based on their website.

YResponsive website, active adult builder Traditions of Americaour website is rapidly becoming the most powerful part of the sales process. The reason is simple: baby boomer homebuyers form an opinion of you before they even step foot on your site entirely based on your website. The statistics speak for themselves. And while it may be a harsh reality, you’ll lose prospects if your website doesn’t meet their standards.

It’s time to invest in your website the way you would invest in a model home or printing collateral. Treating your website as the heart of an integrated marketing plan is your best bet.

A strong website is responsive with rich content. Responsive design is an increasingly popular (and recommended) approach that provides visitors with an optimal viewing experience across a wide range of devices (mobile, tablet and desktop). Going responsive should be your goal this year – not only to provide your users with a positive experience, but also to get on Google’s good side. Google rewards responsive/mobile-friendly sites with higher organic search rankings.

Believe it or not, Millennials are not the only ones on the go. Yes, my cell phone may be within arm’s reach of me at all times. But that’s true of baby boomers, too!

88% of baby boomers have a cell phone. At the same token, 37% of those aged 50-64 own a tablet – and that number is rising fast. Developing a mobile strategy through responsive design allows you to get ahead of your baby boomer audience, stay on the digital curve, and most importantly, be visible.


Website upgrades are a solid investment, one that will absolutely pay off. Being visible online to your prospects is increasingly becoming the only way to reach them.

But what’s the one thing your brand can give boomer homebuyers that they can’t search for on Google? We’ll explore that in our next post.


RELATED: Part 1, Playing the Best Hand to Reach Your Audience

All About Housing: Mature Marketing Links of the Week

Monday, September 8th, 2014

Happy Monday!  Let’s jump right into those mature marketing stories of the week that had people talking around the water coolers.  This week’s focus is all about housing.  Have something to add?  Please note in the comments below, we’d love to hear from you.

MOST CLICKED: Don’t blame the Millennials for housing market woes.  At least that is the sentiment in a recent article in Market Watch.  The article is based on new housing purchase insights released by Zillow.  Many homeowners are suffering from negative equity issues, which are preventing them from putting their current homes on the market.  This is especially the case for Millennials and Gen Xers, with the number of underwater homes for these cohorts nearly twice that of baby boomers.  For Sale

While boomers may not be as impacted directly by negative equity, they are still feeling the effects. Those boomers who want to sell homes and downsize are unable to find buyers, as Gen Xers and Millennials aren’t in a position to want to upgrade to a larger home.

According to the director of UCLA’s Richard S. Ziman Center for Real Estate:

Many millennials don’t have the resources to compete with cash offers or engage in bidding wars with older buyers, he adds. “The reality is, negative equity is part of the new normal, and finding creative solutions to keeping homes affordable, available and accessible to this generation will be critical,” he says.

There is good news, however, the article concludes: as home prices rise the negative equity issues decrease.

Read the full article here.

MOST SHARED:  An article referencing the recent report “Housing America’s Older Adults – Meeting the Needs of an Aging Population” discussed the current housing shortage for seniors. Specifically, that there are not enough affordable options that offer senior-friendly accessibility and are well-located.

Some points of the report included:

*  1/3 of boomers and beyond spend more than 30% of their income on housing, which could make it difficult if additional care/support is required as they age.

Younger baby boomers, those now in their 50s, are of special concern, since they’re less financially secure than generations past — thanks to the Great Recession, according to the report. This is a group of people with lower incomes, wealth and home ownership rates, who may struggle to afford housing and long-term care in retirement.

*Most seniors’ homes don’t have accessibility features to help them as they age, including no-step entries and single-floor living.  This makes either substantial renovations or moving required.

*For many seniors there is a  lack of amenities within close proximity to their current homes.  This is especially important as people become unable to drive and require easy access to nearby health-care and opportunities to remain socially active.

Click here to read the full article.


Mature Marketing Links of the Week – PR Myths, Senior Living Selling Points

Monday, March 17th, 2014

I can’t help but start the day thinking of a dear friend of Creating Results, Bill Shaevel. Bill, a dynamic Boston lawyer of Jewish ancestry, got his start working for Tip O’Neill. And so he began every conversation with “Top of the Morning!” It made my Irish heart glad.

Top of the morning to all our readers!

Today’s top links of the week cover quite a few topics — public relations, repositioning, sales centers, TV. A reminder that successful 50+ marketing requires integration and strategy. Enough of the blarney … on with the resources.

1. MOST SHARED: As the new homes and senior living markets pick up, so has investment in sales centers. Today’s versions go beyond displays of tile and carpet, as Kimberly Miller reported in the Palm Beach Post.

“Homebuyers can find so much out about communities online, such as designs, pricing and the site plan of the neighborhood, that they don’t need as much procedural information from the sales center. Where once the walls may have been covered with only printouts of floor plans and bulleted design details, now there are accessories that try to evoke an emotional response.”

Miller said many builders try to keep secret the high-tech, new gadgets in their sales center. Fortunately for her, Creating Results’ Todd Harff was happy to talk about one low-tech, old school tool: the topography table.

“‘With the 55-plus, we recognize they will still need some traditional displays,’ said Harff, who also uses brighter lighting in 55-plus sales centers to increase the feeling of vitality.”

Read the article for more of Todd’s insights: http://bit.ly/1dfszOn

2. MOST CLICKED: Think PR is not needed in this digital age? Think again. In 2010, our team set out to debunk this and three other myths of public relations, and the topic continues to command interest. A tweet with a link to the newsletter article became the most clicked item of the week. Economic development pro George Harben added his two cents:

Tweet - pr is needed for web traffic

Read the post and share your own thoughts in the comments: http://bit.ly/c3cjEW

3. Also of note:

* Senior living sees wellness as selling point for repositioning. Senior Housing News looks at communities expanding their continuum with subacute care and therapy. http://bit.ly/1ebuvuO

* Baby boomers and seniors are least likely to watch video on a smartphone, most likely to watch TV. Marketing Chartshttp://bit.ly/1iVsJhk

Chart - age distribution of multimedia video viewers. Nielsen

* A social site called Quora allows people to post any type of question. Stan Hayward’s answer to “What does it feel like to be old?” is a must-read. http://b.qr.ae/1cQgrsh

This Saint Paddy’s Day and always, “may the wind be always at your back.”

5 Things Downton Abbey Can Teach Us About Selling to Seniors

Wednesday, February 26th, 2014

Yes, PBS’s hit Downton Abbey holds lessons for those selling to the 50+ market of baby boomers and seniors. So while Sunday evenings in front of the fire enjoying the upstairs/downstairs drama may appear to be leisure, it’s really sales training! 

1. Formalities aren’t old-fashioned.

downton-abbey-lady-violet-GIF-season-1-episode-2While it may seem quaint to hear all the “Misters” and “Missus” we should remember that many elders consider it rude to be called by their first name by someone they have just met, particularly in a business situation. They are contemplating a tremendous change in their life, one with a significant price tag to boot. Perhaps they are moving from a home where they raised their family, a home filled with memories made over decades.

Remember to give seniors the respect they deserve and call them Mr./Mrs. until they give you permission to do otherwise.

2. Dress for the occasion.

Carson and Lord Grantham - Downton Abbey cricket matchOK, I confess one of the things I love most about Downton Abbey is the clothes. You have to admit they never get it wrong. The men and the women know that what they wear demonstrates they take whatever the situation is seriously, respecting the host’s and hostess’s wishes for the type of event whether it is a formal dinner or a rousing game of cricket.

Creating Results once mystery shopped a community frustrated by slow sales with million dollar town homes. The sales director, it turned out, frequently came to work in $5 tank tops and jeans. Not the right brand message at all.

So remember when you are dressing for another day in the office or going to a prospect’s home for an appointment to dress to impress and instill confidence that you are a professional dedicated to helping them make a sound senior living decision.

3. R-E-S-P-E-C-T.

downton-compliment-said-it-wrongObviously the occupants of the upstairs are better off financially but they do express appreciation and respect for the expertise and dedication of Downton’s downstairs staff.

Lords and Ladies know they can’t do it alone and neither can we. When we tour communities and see staff and residents greet one another with smiles and pleasantries it tells us that things are working well. That it is an environment where people enjoy one another regardless of their role in the community. Whether they are the Assistant Director, a Resident or a Nursing Aide, all work together to make the community stronger, and senior prospects will respond to that tone of respect.

4. Don’t forget your sense of humor and open mind.

Older adults take joy in discovery and know laughs are to be found at all times and in all places — even in a muddy pigsty (should that have been a spoiler alert?). 


Keeping an open mind is required both upstairs and downstairs. Don’t presume visitors in your Welcome Center who are not in their Sunday best can’t afford your community–you might be very pleasantly surprised.

5. Teamwork.


When the staff lines up along the stately drive to the side (and yes, slightly behind) of the Crawley extended family it is a very long line, indeed. It takes a large team to make Downton shine.

It takes a large and diverse team to build, market, sell and service the senior living market. Each of us has our own specialty but by working together we create beautiful and engaging communities that people are delighted to call home.


Now let’s hear from you! What lessons have you learned about selling to seniors from Downton Abbey? Do share.

Mature Marketing Links of the Week – Email + Social, Millennials at Home

Tuesday, February 18th, 2014

What boomer and senior marketing resources captured the most clicks, shares and conversation last week? Read on for our regular links round-up.

1. MOST CLICKED: Did you know that an old channel (email) can help you be more effective with a new channel (social)? Chris Penn explains how:

Facebook and Twitter “can accept an upload of email addresses from your existing email marketing platform or CRM… With these new advertising platforms, your email list is now at the heart of your retargeting abilities. With your email house list, you can now reach people in multiple, different channels to make sure they see the important stuff.”

Learn six ways to use Twitter’s Tailored Audienceshttp://bit.ly/N2Uydi

Learn 10 ways to use Facebook’s Custom Audienceshttp://bit.ly/1f67hYH

2. MOST SHARED: Will Millennials change the home marketplace? A Better Homes & Gardens survey claims they will. However, after more than a decade marketing active adult housing, Creating Results can’t help but noticing most of the Millennial demands are just like mom and dad’s.

  • Per BHG, “Millennials are swarming into the home marketplace armed with information, ideas and a passionate desire for personalization.” Hard to believe any age group could do more research than Baby Boomers, and the generation’s desire for experiences and products customized just for them is legendary.
  • Per BHG, Millennials want work spaces in their home for office and crafts work. Just like the most popular floor plans at senior living and 50+ housing communities …
  • Per BHG, Millennials will consider children in their decor choices. Well, there we part ways. Boomers typically consider themselves, their adult children AND aging parents when kitting out their homes.

Read the press release on the survey: http://bit.ly/1hpEkce

And do share your comments below!

Mature Marketing Quick Facts3. Also of note: More than 50 people clicked from our latest Mature Marketing “Quick Facts” quarterly email to find out what social networks boomers and seniors are using now. Another 40+ clicked to learn more about content marketing.

Read the eNewsletter: http://bit.ly/1kO1r0r

Subscribe, and be among the first to get Quick Facts by email: http://eepurl.com/DewP


Five Senior Marketing Trends from 2013

Tuesday, December 17th, 2013

2013 was a year of ups and downs in the news: the Boston Marathon Bombing and the Red Sox winning the World Series, Barack Obama beginning his second term versus the most recent passing of Nelson Mandela. Fortunately at Creating Results, we’ve had more ups than downs to report, including the celebration of our 20th year in business. I’d like to take this time to reflect on this past year and five of the most exciting trends/downward slopes in marketing to seniors from 2013.

1. Web 2.013 – This year, Creating Results revisited its national research of seniors and their web usage. The biggest change is the level of frustration that seniors have with company websites. The top three pet peeves are:

– Poor navigation (59% of all respondents)
– Hard to find contact information (59% of all)
– Required registration (79% of all ages)

The upside is that despite the growing number of frustrations, the number of people ages 65-plus using the Internet to research also is on the rise. So, if you understand and avoid the frustrations of this ever-growing group, then you will gain their trust and earn their business. To learn more about our research on Social, Silver Surfers, you can purchase the ebook on Amazon.

Chart - Older Internet users are more frustrated with websites than ever

2. Conversations, not content - Company websites aren’t the only medium growing more popular with the mature audience. Email has grown significantly within this past year as well. According to Pew research, nearly 86% of Americans over the age of 65 are using email. But how are they responding to email? That all depends on what you’re saying.

North Hill Communities in Needham, MA has done a wonderful job of finding the balance between supplying content and having a conversation with their email subscribers. For example a typical email includes a story about the top news from the community, a fitness tip, a recipe from their esteemed chef and a featured floor plan. This is why they find so much success in their open rates (list avg. 40%) and click rates (list avg. 11%) — both have consistently been above industry standards.

Sample email - senior marketing

3. Try it before you buy it – I may not be a senior, but I recently had the pleasure of dealing with a company that believes in the power of this mantra of ‘try it before you buy it’. We are fortunate enough to have a lovely milk delivery service in our state, Munroe Dairy. I have always wondered how much better it is than regular store-bought milk. Unfortunately, the price premium could never be justified for my family and me to make the leap.

That is until recently when they contacted me (by text, no less) with the opportunity to sample not one, but three bottles of their milk (most importantly, the chocolate version). They justified it on their end as this is how they are spending their advertising – not in flashy print or radio, but in having their hopeful customers sample the milk. Munroe Dairy feels if you experience milk delivery for yourself then you would sign up for their service.

This also has been a growing trend in marketing senior living. By sampling the lifestyle before you commit to the apartment home or townhouse, you have a better understanding of the community as a whole. Event marketing is just as important and sometimes more effective in driving sales because the prospect is not only able to “try before they buy” but also to meet their future neighbors. At Westminster at Lake Ridge, a retirement community outside of DC, their “Life in Bloom” program includes a course catalog so that both residents and the general public can choose from a variety of events.

Events catalog - senior living marketing

4. Super Sales Experience – If you’re providing opportunities to experience the lifestyle in new and exciting ways that same feeling should be evoked in the sales experience as well. Having a stellar sales team isn’t always enough. A positive trend that we’ve seen in the past year or so is developing sales centers that are more than offices.

Just recently, over 55 community developer Traditions of America opened a sales showroom where the vision was a cross between a kitchen & bath store and a Starbucks. The warmth of a boutique coffee shop with the ability to see, touch and feel the finishes that could exist in a prospect’s new home. This experience has proven to be successful not only in new communities, but also those that are looking to change the way their sales teams are engaging with prospects.

New welcome center at Traditions of America over 55 community in PA

5. Anti-Trendy – We’ve talked so much about what is new in the world of marketing, but sometimes lose sight of what has already been proven to work with the mature audience.

A focus group of recent senior living move-ins explored whether or not movers used the internet as part of their research and to what extent. Only one out of eight of those in the room had used the web extensively. All others relied on the tried and true: direct mail, print and referrals.

This is why at Creating Results we stress that while the web is an extremely important element of an integrated marketing plan it’s not the only element. A vast majority of senior living leads come from direct mail, print and referrals. These have a lasting impression on the senior demographic.

Fairing Way, an active adult community in South Weymouth, Massachusetts consistently delivers a quarterly print newsletter which offers information about the community, highlights special events and lifestyle information relevant subscribers. That mix of information is the reason the newsletter has been one of the largest sources of their leads. And when coupled with both online and offline advertising, it adds more trust and credibility in the product.

Newsletter marketing active adult community Fairing Way

What trends did you see this year in senior marketing? What were the ups and downs? Share your ideas and thoughts with us below.

Mature Marketing Links of the Week – Content Marketing Refreshing, LGBT Seniors

Monday, November 4th, 2013

Welcome, November! I hope everyone muddled through the weekend switch off daylight saving time. What did you do with the extra hour?

Each Monday we save links to the resources that garnered the most attention from boomer and seniors marketing pros during the past week, and share them in this round-up. If there was a news item or post that you think deserved more discussion, please share it in the comments below.

1. MOST CLICKED: If your organization is publishing a blog, you know it is a great platform for so-called “long tail” optimization — attracting web traffic for keywords that have a smaller volume of searchers, but also offer a higher likelihood you’ll dominate the results because fewer pages are using those words. Spin Sucks posted a terrific how-to on digging into analytics and refreshing old content.

As Gini Dietrich writes:

“The keyword analysis is actually the easy part. The tedious part – the labor of love, if you will – is refreshing the old content. But the results you’ll soon see – for the keywords that are important to you – will be worth it.”

Read the post: http://bit.ly/16zRRGB

2. MOST SHARED: We did a lot of sharing from last week’s LeadingAge conference in Dallas and content from senior living community North Hill‘s Eric Moore struck a chord with our audience. Moore was presenting the concept of “hospitology” — a study of and focus on customer service. Several followers found something of value in his insights:

Quote on Customer service from Eric Moore at LeadingAge 2013 conference

Moore also noted that “hospitology,” when applied properly, can yield marketing benefits. That’s certainly been our experience at North Hill! It’s wonderful to have so many terrific stories to tell in content marketing for the community. Check out this page for inspiration: http://www.northhill.org/the-portrait-project.



3. Also of note:

  • Todd Harff: Two of five mature movers visit community site 6+ times. Be sure content is compelling.  (Get handouts from this year’s LeadingAge presentation – “Facts Not Fads: Optimize Your Online Presence” — at http://bit.ly/HC1MD0)
  • While 85% of people want to stay in their homes, 70% of 65+ will need long term care services at some point. (From #LeadingAge13)
  • Aging LGBT community often forced back into the closet http://bit.ly/184z4AO  | Stats on LGBT seniors http://bit.ly/17BR8I5


More Insights from Retail for Developers of Active Adult and Senior Living Communities

Thursday, October 10th, 2013

Market Force’s annual survey on fashion retailers certainly made us take notice—our favorite stores were right up on top of their list. And we weren’t surprised that a major reason was their customer-centric focus. Yesterday’s post noted several ways active adult and senior housing communities incorporated customer-centric approaches in their marketing . They know baby boomers and older adults are savvy shoppers (not just for shoes but for where they want to live).

Here are three more insights from leading retailers that active adult and senior living developers can apply to their efforts:

1. Share & Tell trumps Show & Sell. Fairing Way on the South Shore of Boston is pre-selling their 55+ community from a double-wide trailer and found a way to Fairing Way's future residents (over 55 homebuyers) gather for a cooking event.incorporate a full-size kitchen to show customers just how well it functions. To really drive home the point, they host cooking demonstrations to give depositors and prospective residents a fun—and tasty—time . People love interacting with the chefs and the other guests about the food and the community.

Nordstrom’s events and parties also help their customers meet others who share their passion whether its for make-up or a particular designer. These types of interactions offer very personalized touchpoints and help customers and prospective residents alike to relate and connect with your community in a unique fun-focused vs. sales-focused way.

2. A custom fit. Chicago’s Presbyterian Homes has been dedicated to a person-centered approach for over 100 years, and knows that one size does not fit all. Their staff happily takes one resident past two beauty salons to get to the one she prefers— just because that’s important to her.

This is not unlike a Nordstrom salesperson who personally escorts you to the shoe department if that is where you want to go. And they do it with a smile on their face.

Traditions of America events for over 55 home buyers.3. Trials are good for customers AND retailers and homebuilders. Traditions of America’s Live Better Now events feature residents who happily talk to guests about the model type they had built, the friends they’ve made and the trips they’ve taken with neighbors. Customers can also stay at the community’s Guest Home as a way to try before they buy.

Is there a retail comparison? Personally, I don’t know of a store out there that encourages customers to wear their merchandise for a week without buying it first but both Nordstrom’s and Kohl’s return policies are very consumer-friendly. They acknowledge that a jacket you thought would be perfect with a favorite pair of pants might clash when you put them next to each other.

Try before you buy? Not quite but their Facebook pages are filled with customer testimonials on products and service at both of these customer service focused retailers.


What lessons do you think over 55 housing can learn from America’s top retailers? Share your insights and comments below.

RELATED: Part 1 – What Over 55 Housing Can Learn From Nordstrom

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