Author: Phil Mobley
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9 Ways Chatbots Improve the CRE Tenant Experience
There’s nothing more vital to a superior customer experience than great communication. This is especially true when external factors outside the direct control of the experience provider have a strong influence on customers. If you’re a CRE provider, congratulations! That’s you. Traffic jams, transit disruptions, restaurant openings/closings, city utility work, weather, neighborhood construction, and any…
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Get Better Tenant Sentiment Data to Improve the Tenant Experience
The definition of tenant sentiment is different than it was ten or even five years ago. Today, it ties directly to the complete tenant experience, rather than just the space and services provided directly by a property management team. An office is no longer a place where people ‘just work.’ With hybrid and fully remote…
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Five Things I learned at BOMA China
Last week I had the honor to present the findings of our Tenant Experience Gap report at the BOMA China Conference in Shanghai. The opportunity to share our research on the other side of the planet underscores the fact that CRE companies around the world are grappling with the same competitive challenges that we face here in the United States. In markets like Shanghai, just as in the United States, CRE pros are asking themselves…
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To Deliver the Best Tenant Experience, Be Agile (Part III in a Series)
Suppose you’re part of a commercial property management team. You’ve got a solid definition of the tenant experience you’d like your occupants to have (Part I of this series). Not only that, but you’ve also got a clear understanding of your team’s unique position and role in providing that experience (Part II). So…now what? How do you go…
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To Deliver the Best Tenant Experience, Think About it Holistically (Part II in a Series)
Tenant experience is one of the hottest topics in the commercial real estate (CRE) industry. In Part I of this series, we suggested a definition based on all the elements that combine to form the experience of commercial building occupants during a typical workday. (Spoiler alert: It’s not just about amenities!). Even so, we get…
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What Can Chatbots do for CRE?
chat•bot Noun: a technology program designed to participate in conversations with human users. Chatbots have been around for long enough now that you’ve probably interacted with one. In fact, you’ve probably even been frustrated by one! I remember when my favorite airline first implemented a voice-activated bot on its customer service line. It was annoying!…
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To Deliver the Best Tenant Experience, First You Need to Define It
If the content at this year’s BOMA International Conference in Salt Lake City is any indication, the CRE industry seems to have accepted that its job is to help occupiers attract and retain talent. In itself, that’s a remarkable development given the traditional “B2B” nature of the building-tenant relationship. It means that the experiences of…
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JLL’s JiLL Joins Bengie in the Tenant Conversation
This week, JLL announced JiLL, their new app-based chatbot for the workplace, which will be available later this year. Following the introduction of Bengie by Building Engines in 2019, JiLL signals the growing importance of conversational CRE chatbots. Conversational technology has started popping up in various places all around us, changing the way we think…
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Chatbots vs. Mobile Apps. The Looming Showdown for CRE Tenant Engagement
[vc_row][vc_column][vc_column_text][vc_row][vc_column width=”1/1″][vc_column_text] Let’s face it: Most people today are attached to their smartphones; if you think you aren’t, there’s a good chance you’re in denial. I can relate because a few minutes ago I learned that I’ve already picked up my phone 25 times today. Twenty. Five. Also…it’s 9:00 am. I’m well on my way to…
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How to Hire the Perfect CRE Team
[vc_row][vc_column][vc_column_text]It’s one thing to know you need different skills on your team to succeed in a changing marketplace. It’s another thing to do something about it. It’s no secret that commercial real estate (CRE) organizations are struggling to fill the skillset gaps on their teams. For example, recruiting new talent is a key initiative in the new strategic…