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What are the most effective strategies for managing the customer experience in asset management?

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In commercial real estate, asset management is not only about maximizing the financial performance of your properties, but also about creating positive and lasting relationships with your tenants, investors, and other stakeholders. Managing the customer experience in asset management can help you retain and attract tenants, increase loyalty and referrals, enhance your reputation and brand, and improve your operational efficiency and profitability. In this article, we will share some of the most effective strategies for managing the customer experience in asset management, based on best practices and industry insights.

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Eric Sparte KERBORIOU

Certified AI Specialist. Author of "The Art of AI. The Complete Guide on Artificial Intelligence: Between Progress &…
Rob Finlay, CPM?

Wall Street Journal Bestselling Author, Innovator, and CEO in Commercial Real Estate Investment, Tech, and Finance
Cihat Erdo?an

Ticari Gayrimenkul Yat?r?m Dan??man? @METCO, Ticari Gayrimenkul Dan??manl??? | ACP Akredite | Member @T?GA | Ticari…

1 Understand your customers

The first step to managing the customer experience in asset management is to understand who your customers are, what their needs and expectations are, and how they perceive and evaluate your services and products. You can use various methods to gather customer feedback, such as surveys, interviews, focus groups, online reviews, social media, and analytics. You can also segment your customers based on their characteristics, preferences, behaviors, and value propositions, and create customer personas and journey maps to visualize their pain points and opportunities along their interactions with your assets.

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Eric Sparte KERBORIOU

Certified AI Specialist. Author of "The Art of AI. The Complete Guide on Artificial Intelligence: Between Progress & Ethics" and "The Art of AI. Mastering Prompting - The Ultimate Approach for High-Performance AI"
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Effective customer experience strategies in asset management encompass personalized communication tailored to individual needs, transparent reporting on performance and fees, and proactive client education. Integrating technology for user-friendly interactions, fostering strong client relationships through exceptional service, and offering customized solutions are crucial. Regulatory compliance and continuous improvement, guided by client feedback, ensure a positive and responsive customer experience in the dynamic asset management landscape.

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Ticari Gayrimenkul Yat?r?m Dan??man? @METCO, Ticari Gayrimenkul Dan??manl??? | ACP Akredite | Member @T?GA | Ticari Networking üyesi @TüGEM
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Understanding customers is foundational in asset management. Employ diverse feedback channels like surveys, interviews, and social media analytics. Segmenting customers aids in tailoring services effectively. Crafting customer personas and journey maps visualizes pain points and opportunities. Additionally, employing sentiment analysis on online reviews enriches insights. Efficiently managing the customer experience ensures alignment with their needs and enhances satisfaction, retention, and loyalty.

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Nick Stromwall

I help faith driven leaders multiply their money and impact through investing in alternative assets like real estate
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I find the best way to engage my investors is to jump on a call or meet for coffee! So many people want to multiply their money and impact all without giving up their precious time. Some investors are after - cash flow - tax benefits - 1031 exchange opportunities - long term equity - risk mitigation and diversification from stocks bonds and ETFs Some of my investors are eager to try real estate and alternative investments but don’t want to be active and a syndication gives them passive opportunities! Know your people and find opportunities and investments that help solve their problems

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Cassio wadhy borgeswadhy

Gerente comercial na ironmar Ltda
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Voce pode varios metodos de pesquisa para saber as necessidades dos clienttes , tais como pesquisas, entrevistas, grupo focal, social midia e analises. Voce tambem pode segmentar os clientes por comportamento, preferencias, e voce pode criar tambem mapas para visualizar seus pontos de estrangulamento durante a intera?ao com suas companhias.

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2 Deliver on your promises

The second step to managing the customer experience in asset management is to deliver on your promises and meet or exceed your customers' expectations. You can do this by ensuring that your assets are well-maintained, safe, comfortable, functional, and sustainable, and that you offer competitive and flexible terms and conditions, as well as value-added services and amenities. You can also communicate clearly and consistently with your customers, and provide them with timely and accurate information, updates, and reports. You can also establish clear and transparent processes and policies, and resolve any issues or complaints promptly and professionally.

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Cihat Erdo?an

Ticari Gayrimenkul Yat?r?m Dan??man? @METCO, Ticari Gayrimenkul Dan??manl??? | ACP Akredite | Member @T?GA | Ticari Networking üyesi @TüGEM
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In addition to the mentioned strategies, fostering a culture of continuous improvement can further enhance the customer experience. Regularly seeking feedback from clients and incorporating their suggestions into your operations demonstrates a commitment to excellence. Emphasizing employee training and development ensures staff are equipped to deliver exceptional service consistently. Moreover, embracing innovation and leveraging technology to streamline processes and enhance convenience can set you apart in a competitive market. Continuously refining your approach in line with evolving customer needs and industry trends solidifies your reputation as a trusted asset manager.

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3 Engage your customers

The third step to managing the customer experience in asset management is to engage your customers and build trust and loyalty. You can do this by creating a sense of community and belonging among your tenants, investors, and other stakeholders, and by providing them with opportunities to network, collaborate, learn, and grow. You can also personalize your interactions and services, and recognize and reward your customers for their loyalty and referrals. You can also solicit and act on customer feedback, and involve them in co-creating value and innovation for your assets.

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4 Empower your employees

The fourth step to managing the customer experience in asset management is to empower your employees and enable them to deliver exceptional service and value to your customers. You can do this by hiring and retaining the right talent, and by providing them with the necessary training, tools, resources, and incentives. You can also foster a culture of customer-centricity, accountability, teamwork, and continuous improvement among your employees, and by encouraging them to share best practices, ideas, and feedback. You can also measure and monitor your employees' performance, satisfaction, and engagement, and celebrate their achievements and contributions.

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5 Leverage technology

The fifth step to managing the customer experience in asset management is to leverage technology and digital tools to enhance your efficiency, effectiveness, and differentiation. You can do this by using technology to automate, streamline, and optimize your asset management processes and functions, such as leasing, maintenance, reporting, accounting, and risk management. You can also use technology to improve your customer communication, engagement, and satisfaction, such as by providing them with online portals, mobile apps, chatbots, virtual tours, and smart features. You can also use technology to collect, analyze, and leverage data and insights to make better decisions, optimize performance, and innovate your assets.

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Rob Finlay, CPM?

Wall Street Journal Bestselling Author, Innovator, and CEO in Commercial Real Estate Investment, Tech, and Finance
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Leveraging technology in asset management transforms the customer experience by automating processes like reporting, ensuring operational efficiency & reliability. Going a step further, the strategic use of data analytics enables informed decision-making & responsiveness to market demands. With data analytics, we can align strategies with actual market needs & trends, allowing for the optimization of services & innovations that meet/exceed customer expectations. Leveraging data also empowers us to anticipate market shifts & adjust strategies proactively, ensuring we remain ahead of the curve in a competitive landscape. This approach not only streamlines operations but also improves the quality of service provided to customers.

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6 Monitor and improve

The sixth and final step to managing the customer experience in asset management is to monitor and improve your performance and results. You can do this by defining and tracking your key performance indicators (KPIs) and metrics, such as occupancy, retention, revenue, expenses, net operating income, return on investment, customer satisfaction, loyalty, and advocacy. You can also benchmark your performance against your competitors and industry standards, and identify your strengths, weaknesses, opportunities, and threats. You can also conduct regular audits and reviews, and implement action plans and improvement initiatives to address any gaps or issues, and to enhance your customer experience and asset management.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most effective strategies for managing the customer experience in asset management?

1

2

3

4

5

6

7

1 Understand your customers

2 Deliver on your promises

3 Engage your customers

4 Empower your employees

5 Leverage technology

6 Monitor and improve

7 Here’s what else to consider

Commercial Real Estate

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What are the most effective strategies for managing the customer experience in asset management?

1

2

3

4

5

6

7

1 Understand your customers

2 Deliver on your promises

3 Engage your customers

4 Empower your employees

5 Leverage technology

6 Monitor and improve

7 Here’s what else to consider

Commercial Real Estate

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