How to enhance the office tower customer experience

How to enhance the office tower customer experienceAs office landlords look to attract and retain the best tenants, building a positive customer experience isn’t easy – but it is possible with the right technology says oOh!media’s Adam Cadwallader.Just last week, Mirvac chief executive and Property Council national president Susan Lloyd-Hurwitz argued that the “era of major cap rate compression is definitely coming to an end”. And as it does, “value increases are going to be driven by income over this next stage of the investment cycle”. This means offering the “type of space that tenants want to be in,” Lloyd-Hurwitz said.”The commercial property sector is ahead of the game, and companies have a firm focus on the customers they want, instead of moving on the tenants they would rather be without. One of the most challenging areas in keeping your tenants happy means delivering better communication,” Cadwallader, group director of oOh!media’s Locate by oOh! business, says. “Not everyone reads tenant update emails, attends meetings or picks up the flyers from the front desk. But everyone passes through the lobby and lifts multiple times a day. This is why interconnected digital media screens are so powerful – because they capture the attention of everyone in the building.”oOh! acquired Inlink Media at the end of 2015 and its rival Executive Channel Network in October 2016. The company now has a digital network across 645 office towers, 4 cafes and 2 gyms around Australia – as well as sporting and healthcare venues, universities and airports.Cadwallader says digital screen content has evolved rapidly since the early days of sharing “horoscopes and quotes of the day”. “We now offer a more sophisticated digital news platform than has been offered previously, with 120-plus pieces of daily content, real-time weather, traffic, public transport and even localised social media feeds.”Seventy-five per cent of traffic in and out of a building is the same people each day, which is why fresh, dynamic content plays such an important role within the customer experience ecosystem,” he says.”Screens in lobbies or elevators mean that everyone in the building gets the same information scheduled by the asset owner in real time from a single access point.”oOh! has a range of technology offerings available to support building owners. Among them are ‘The Blade’ – a freestanding double-sided movable digital screen, as well as displays designed to complement end-of-trip facilities. Wi-Fi which has been in cafes for some time, are also being rolled out in offices around the country. “We now provide asset owners with an interconnected environment where everything ‘talks’ to each other and building managers can push information from one single point.””We see our company as a cog in the customer experience- which is why our clients are turning to us to help them create workplaces where tenants want to be.”Learn more about oOh!media.