Building a customer focused marketing and communication strategy for your NDIS business COVID-19 and beyond

Activity: Engagement and professional developmentCollaboration and partnershipsIndustry


The team have presented a 6 online workshops that provide consumer behaviour research amd advice, in partnership with the federal government funded Boosting the Local Care Workforce Program (BLCW).

The workshops have been held for every state Territory, except for Victoria which will have workshops in February 2021.

These workshops are led by Charles Sturt’s Dr Jodie Kleinschafer, researcher and Lecturer in marketing in the School of Management and Marketing; with marketing advice by Ms Kath Attree, Course Director in the Faculty of Business, Justice and Behavioural Sciences; and communication strategy planning by Ms Victoria Erskine, Lecturer in communication in the School of Communication and Creative Industries.

The workshops give businesses operating in this new disability services market some key insights into what carers and participants in the scheme are looking for and how these needs are changing as the market develops and copes with the impact of major disruptions such as the COVID-19 pandemic.

BLCW Rural and Remote Specialist Ms Jacqueline Cannon said the idea to collaborate with Charles Sturt University was based on the market intelligence gathered by the BLCW coordinators and discussions with the University on its NDIS marketing research.

“The workshops, titled ‘Building a customer focused marketing and communication strategy for your NDIS business COVID-19 and beyond’, are having a really positive impact on the NDIS businesses,” Ms Cannon said.

“The workshops are providing businesses with key insights into how to adapt the marketing and communications aspect of their business strategy to new and emerging markets.
Period18 Sept 2020Feb 2021
Held atBoosting the Local Care Workforce, Australia
Degree of RecognitionNational


  • Disability
  • Consumer Behaviour
  • Marketing Strategy
  • NDIS