CORP CRR 2024 8.5x11 v10 - Flipbook - Page 45
CUSTOMER EXPERIENCE DEPARTMENT
In 2023, we took significant strides in elevating the customer
experience through the creation of our customer experience
department and hiring of our first ever Director of Customer
Experience. Rooted in our foundational principles of agility,
proactivity and exceptional service, this department has
become integral to our mission of exceeding customer
expectations. During the department’s inaugural year, we
launched the Customer Journey Initiative to create customer
engagement roadmaps with targeted touch points with
Highwoods’ team members at all levels of the organization.
This initiative will be formalized into an operational excellence
“playbook” for company-wide implementation.
Looking ahead, we remain committed to prudently investing in
our assets to ensure they continue to meet the dynamic needs
of our customers. By operating with a hospitality mindset, we
differentiate ourselves from the competition and elevate the
expertise of our property teams, thereby enhancing the overall
customer experience. Our ongoing efforts not only improve our
bottom line and increase customer retention but also cultivate
a resilient organizational culture poised to thrive in the face of
future challenges.
IN-HOUSE MAINTENANCE TEAM
CUSTOMER
FOCUS
FFO
NOI
BUILDING
A GREAT
CUSTOMER
EXPERIENCE
BUILDING
OCCUPANCY
CUSTOMER
LOYALTY
CUSTOMER
RETENTION
FOOD & BEVERAGE
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