CUSTOMER-FIRST OPERATIONS IN ICONIC CITY DESTINATION
Customer Experience Strategy (All Sectors)
OBJECTIVE
Positioning The Leadenhall Building as a world-class business destination for office occupiers centred on a strong sense of place.
APPROACH
Our task at The Leadenhall Building requires full curation and delivery of community building initiatives to complement the bespoke day to day management. From first engagement, the customer is presented with a strong sense of brand and high quality hospitality. Some of the tactics we are deploying are:
- Critical assessment of opportunities including creation of a community events sub-brand
- Annual calendar of events
- Customer feedbacK
- Strategic brand partnership opportunities
- Retail/F&B occupier engagement and inclusion
- Public space enlivenment strategy
- Communications strategy including launch of occupier app
- Consultancy & ongoing support for management team & client, including assessment of customer, industry and local trends and opportunities
RESULTS
The sense of place and community has gone from strength to strength since our involvement in 2019. Digital and physical engagement has grown dramatically, customer feedback is consistently positive, and delivery is increasingly socially and environmentally conscious.
Engaged community:
Over 25% of customers attended UKs "highest escape room"
190 event days through the year
571 customers taking part in wellness activity
60%-120% increase in active app usership during periods of high concentration of events