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Changing customer expectations disrupt the commercial real estate sector

Changing customer expectations disrupt

Why brand and customer experience matter in commercial real estate.

Andy Pyle

Partner and Head of Real Estate

KPMG in the UK


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Brand and customer experience are already transforming interactions between buyers and sellers of most products and services. Now they are influencing how commercial properties are constructed, designed and leased well into the future. Landlords impervious to changing workplace dynamics and rising customer expectations will lose out to market disruptors.

KPMG Nunwood research has revealed that brands who can improve their customer experience can increase their revenue by as much as 10-15 percent and reduce cost serve by 15-20 percent. It’s clear that significant commercial value can be unlocked by developing a strong brand and improving the customer experience.

Our report takes a look at the key areas that property companies should consider:

  • Brand building – find your unique selling point (USP) and understand your customer
  • How property companies can become more customer-centric by learning from other sectors
  • The commercial significance of branding and customer experience
  • The importance of customer journey mapping
  • What a good customer experience looks like – use the KPMG Nunwood 6 Pillar model to tailor employee and customer experiences to key touchpoints. 

For further detail on how KPMG can help you transform customer experience into real business results, please contact Andy Pyle, Head of Real Estate in the UK.

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