Responding to the challenge
It is the job of asset management to make investment decisions which bring in new business, protect rents and maximise retention.
Delivering an experience, no matter what sector, or part of the business you're in, makes you stand out from the competition and is increasingly recognised as driving satisfaction, loyalty and advocacy.
Despite a growing awareness of customer experience and shift towards a more service driven and people centric approach, the tools to help asset managers evaluate CX decisions are undeveloped compared with other industries.
An independent industry framework for promoting, assessing and valuing CX across assets and companies does also not currently exist.
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