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Tag Archives: customer experience

CBRE names new customer experience director

CBRE has appointed Stella Charman as a Customer Experience Director within its UK Property Management team. Charman joins CBRE from The Crown Estate where she was Head of Customer Experience, responsible for leading the development and delivery of the company-wide ...

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How to provide the best customer experience

Latest figures state that 92% of consumers now read online reviews and it is widely believed that positive reviews can provide around an 18% uplift in sales/bookings. It is now more important than ever for businesses to provide good customer ...

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BIFM publishes guidance for FM professionals on customer experience

BIFM Fire Safety Law

The British Institute of Facilities Management (BIFM) has published a new Good Practice Guide on Customer Experience which takes takes a holistic look at the entirety of the interactions and experiences that a customer encounters, from beginning to end. “Customer service ...

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Customer Service vs. Customer Experience

The monthly blog from Martyn Freeman, Mitie’s Facilities Management MD At the end of last year, we brought together a group of senior executives from the transport sector to discuss the unique issues of delivering excellent customer service within such ...

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Outside the box

Sara Bean reports from i-FM’s Workplace Futures conference which took place on the 7th February at The Crystal in London’s Royal Victoria Docks This year’s conference which was ably chaired by FM Guru Martin Pickard had as its theme Challenging ...

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A catering experience to remember

Facilities Management is a competitive sector, particularly when it comes to food where contract caterers are having to compete with the shops, restaurants and cafes, on the high-street. Here Mike Sunley, CEO at Lexington, talks food trends, customer experience, innovation and the ...

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BCO research calls for greater occupier satisfaction within UK office industry

New research by the British Council for Offices (BCO) has revealed that whilst occupier satisfaction within the UK office industry is improving, it is not at a fast enough rate to satisfy the majority of occupiers and is calling on a ...

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Mitie bags premium shopping deal

Mitie Client Services has been awarded the contract to manage the on-site guest relations team at Portsmouth’s premium retail outlet, Gunwharf Quays. The shopping outlet, which is home to 90 premium retail outlet stores and 30 bars and restaurants, wanted ...

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Trust in operational data boosts FM’s status

A new study carried out on behalf of the British Institute of Facilities Management (BIFM) has revealed that real time, trust worthy data is most likely to improve an organisation’s ability to deliver on its FM priorities. The BIFM’s latest report ...

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Service management models are key to success

If all companies are effectively competing on service, the key differentiator must therefore lie in the organisations service management models and their abilities to execute it. This is the focus of a new white paper published by ISS, which details ...

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