Director, Customer Experience Strategy
Conference Day Two: Tuesday, 28 May 2019
Tuesday, May 28th, 2019
1:20 PM Redefining ‘Customer’ and Addressing the Community to Improve Customer Experience and Retention for CBRE’s Commercial Property Owning Clients
The customer team at CBRE are redefining both who the customer is and what good customer experience looks like in the world of commercial property. CBRE recognized the opportunity to better drive retention and attraction through addressing the needs of all staff employed in the building, not just the traditional customer; and have since set about building a brand and community around the customer in each of their premises. In this session:
- How CBRE is generating authentic engagement with customer based on genuine insights
- The George place case study: underpinned by insights, how CBRE worked with their client to create a community through better utilizing the space, hosting activities and integrated this activity through diverse communication channels, online and offline.
- Improving the welcome process for new tenants by removing hassles and using journey mapping to know when and how to communicate with customers