CORP CRR 2024 8.5x11 v10 - Flipbook - Page 44
2 0 2 4 CO R P O RATE RESI LIENCY REPORT
THE HIGHWOODS CUSTOMER EXPERIENCE
As a fully-integrated REIT that provides all-under-one-roof,
in-house leasing, management, maintenance and customer
service, we are well positioned to anticipate and respond to
the changing needs of our customers. We take great pride in
our responsiveness and best-in-class service. Our property
teams establish and maintain long-term relationships with our
customers through regular meetings, customer appreciation
events and a wide variety of educational and training events
focused on health, well-being and emergency response.
Embracing our #BetterTogether mindset, we partner with our
customers to create curated experiences that are innovative,
distinctive, collaborative and more meaningful as a group.
While tailored to the needs of our markets and customers,
these experiences typically focus on customer wellness. In
2024, our market teams organized yoga classes, walking
challenges and health fairs.
ENGAGING CUSTOMERS
THROUGH SUSTAINABILITY
We developed our Customer Sustainability Guide to encourage
customers to incorporate energy- and water-saving technologies
and environmentally friendly materials inside their spaces.
We utilize green lease language to promote sustainability best
practices, prioritize capital improvements, encourage behavioral
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change and reduce operating costs, ultimately creating healthier
and more productive workspaces for our customers. In 2024,
Highwoods was selected as a Green Lease Leader at the Gold
level by The Institute for Market Transformation (IMT) and the
U.S. Department of Energy’s (DOE) Better Buildings Alliance,
improving our recognition level from Silver in 2022. Further,
we have achieved WiredScore certification for three of our
properties, demonstrating our commitment to enhancing the
user experience through outstanding digital connectivity and
smart building technologies.
CUSTOMER ENGAGEMENT SURVEY
To ensure we are continuously improving the customer
experience, we distribute a customer engagement survey
that seeks feedback on the physical building, amenities,
experience and performance of our team in helping them
meet their objectives. In 2023, we received over 600 customer
responses, far exceeding our expectations. Based on the
survey results, we implemented several actions to enhance the
customer experience, including signing leases with multiple
restaurant groups to improve on-site food options and
installing amenities like pickleball courts and upgraded fitness
equipment. In 2024, we acted upon the survey results, and in
2025, we plan to refine and redistribute the survey to assess the
success of our customer engagement initiatives and identify
new opportunities to enhance our customer experience.
SPORT COURT
