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Fancy George, CEO, Thomas Workplace, initiated the conversation by quoting William Guidara is an American restaurateur who in his book “Unreasonable Hospi- tality’ states that the secret to indelible client experience is attentive listening, honest interactions with clients and thoughtful personalized touches rather than delving in extravagance.
Abi Roni Mattom, Country Di-rector, Unispace India gave another example, “MakeMyTrip has transitioned from a travel agency to an experience provider. Similarly, the workplace experience encompasses all emotions felt from arrival to departure.”
Anand Nanda, Director – Growth & Business Operations, MQDC India Real Estate Private Limited, concurred, “The customer experience is shaped by the initial impression of your entity and offerings, marking a critical differentiator in a competitive market like real estate and co-working spaces.”
Kaushik Shah, National Director - Occupier Strategy and Solutions (Mumbai), Knight Frank India, added, “The customer journey encom- passes three vital phases: acquisition, where engagement begins; ongoing service during transaction and post- sale relationship management. It is essential to maintain excellence throughout every stage.”
Monika Misra, Founder, CEO, iKeva, shared, “Customer experience is defined by the ability to consis- tently demonstrate genuine interest in the needs of both potential and existing customers across all brand interactions. We value candid feed- back as it provides opportunities for improvement our service.”
Shivani Lorai, GM - Marketing, Client Engagement & Customer Experience, Nucleus Office Parks, said, “We ensure a seamless tenant experience from initial viewing to lease renewal. Our commitment extends beyond building spaces to initiating custom banking services and local infrastructure upgrades to enrich both tenant satisfaction and property value.”
THE NEW TRENDS
Addressing the prevailing global trends and client demands regarding technology, security, amenities, or access that they consider essen- tial when selecting a space for their teams, Abi Roni Matton said, “In India, the full potential of technology remains untapped, particularly in flex and coworking spaces where cultivating a company culture poses a significant challenge due to limited customization.”
Anand Nanda said, “The advent of chat GPT, AI, and machine learn- ing has ushered in an era where end user experience monitoring has become easy, potentially revolutionizing feedback mechanisms and yielding insightful data.”
Kaushik Shah agreed, “Providers must invest in integrated technolog- ical solutions, like unified commu- nication portals, to offer seamless connectivity and enhanced customization that can justify a premium
for clients.”
Monika Misra added, “Engagement with key stakeholders, such as company decision-makers and heads of operations, is crucial to understanding that a one-size-fits- all approach is ineffective. Through initiatives like Town Hall, we gather direct feedback to tailor our services and workspaces to meet the unique cultural needs of our clients.”
Shivani Lorai shared an example of enhancing value offering through technology. “A company's global tagging system personalizes employee experience by setting preferred room conditions and displaying personal photos. This exemplifies a seamless transition during an employee’s travel to different company branches.”
Highlighting one of her projects, Fancy George said, “In our latest project, we transformed an antiquat- ed food court into an office with abundant natural light and venti- lation and an experiential dining space with farm-to-table cuisine, that
prompted return to work.”
The prevalence of startups and e-commerce has risen markedly over time driving the significant expansion of co-working and managed offices segment - Monika Misra
In our collaborations with clients, we prioritize their vision and ensure that our proposals are tailored to align with their needs - Abi Roni Matton
Maintaining a competitive advantage necessitates continuous innovation with emphasis on skilled personnel from ground staff to management teams - Shivani Lorai
Take a firm stance in a market saturated with complimentary offering. Knowing the value of your product encourages fair competition - Anand Nanda
Our approach focuses on understanding clients' needs and creating an experience tailored to their preferences and requirements - Fancy George
In today's digital age, technology is essential, facilitating immediate access to information. India excels in technology, yet has fallen short of using it in customer engagement - Kaushik Shah
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