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Creating Outstanding Customer Experience In Shopping Centres - A Best Practice Guide (2012)
Publication Date: 11/09/2012
Creating outstanding customer
experience in shopping centres is BCSC’s thought-leadership document on how retail property delivers customer experience and care to its customers whether these are shoppers, retailers or other stakeholders.
As an update to the guide first published in 2005, this new edition brings to life through a series of current, best practice case studies and revised checklists, how the highest standards in customer care in shopping centres and retail destinations look and feel. The case studies show what steps can and are being taken by the best in the industry to ensure that they deliver a fantastic customer experience. Ultimately this is about giving the public safe, secure and enjoyable places to work, shop and take their leisure.
This guide also challenges us to think ahead about the way service will evolve as our industry responds to the fast-moving economic, social and technological changes taking place. It is a crucial read for everyone working in our field.
Supported with a series of scorecards, the best practice guide enables you to rate your customer service in the following areas:
- service culture
- understanding customers
- people and management
- communication
- journey
- facilities
- experience
- stakeholder relationships; retailers, suppliers and the community, and
- performance measurement.
The scorecards can also be downloaded separately:
Download the scorecards
View the scorecards as an eBook
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Download the full version of this publication.
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Read a copy of this publication as an eBook |
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| To discuss any aspect of BCSC research and publication activities, please contact Davinder Jhamat, Head of Research and Education on davinder.jhamat@bcsc.org.uk / 020 7227 4480 |
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