2025 Highwoods Corporate Resiliency Report | ESG, Sustainability & Real Estate Performance - Flipbook - Page 49
CUSTOMER EXPERIENCE TEAM
CUSTOMER ENGAGEMENT SURVEY
Rooted in our foundational principles of agility, proactivity
and exceptional service, this Customer Experience Team
has become integral to our mission of exceeding customer
expectations. We have launched our 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.
To ensure we are continuously improving the customer
experience, we regularly distribute customer engagement
surveys that seek feedback on the physical building,
amenities, experience and performance of our team in
helping them meet their objectives. We redistributed the
customer engagement survey in 2025.
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.
The feedback from our 2025 survey served as a roadmap for
meaningful change. Beyond physical upgrades—including new
on-site dining options, amenities and pickleball facilities—
we have focused on the 'human' side of our service. This
includes a commitment to keeping customers informed
through more frequent communication and finding new
ways to work better together. Additionally, we leaned into the
positive feedback regarding our security teams; they have
fully embraced their roles as an extension of our core team,
ensuring that every interaction is intentional and that
customers feel genuinely welcomed.
HIGHWOODS HUDDLE | NASHVILLE
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