Tenant Engagement Is Not An App, It’s An Outcome

Tenant [?t?n?nt] Noun - a person who occupies land or property rented from a landlord

There's that word again...

This centuries old term implies an arm's lengths relationship between what used to be a Lord and Serf transaction.

But it's 2022...

...and office real estate is trying to evolve and flip the relationship where the landlord serves tenants, not the other way around.

Personally I think we should use the word customer instead of tenant, and put customers at the center of the universe. I've been saying this for a while.

But #CREvolution doesn't happen overnight, and it takes leaders with different perspectives to make it happen.

Enter Marcus Moufarrige

CEO of PropTech company, ility

He's helping office landlords focus on what office customers want from their workplaces.

Marcus spent 25 years as a Space-as-a-Service operator. His Dad is the founder of Servcorp, and in this episode of the #WorkBold Podcast, Marcus shares the lessons he learned building the tech platform for the very first Space-as-a-Service brand that shaped his vision for digitizing real estate, and which ultimately led him to launching ility 3 years ago.

Press Play below or?tap here to listen on Spotify

Marcus says: "Tenant engagement is not an app, it’s an outcome."

And "real estate needs to be responsive to changing customer needs - because we don’t know what changes will be needed in the future."

Love it! Focus on CUSTOMER NEEDS and OUTCOMES. That's how we flip the relationship between landlords and t?e?n?a?n?t?s customers.

That's how office investors reduce risk.

In this episode Marcus shares how he’s supporting LGIM across their portfolio, with a shout out to #WorkBold podcast alum, Mark Tyson - and we talk about how LGIM are disrupting themselves to create a better ??t?e?n?a?n?t? (customer) experience.

He goes on to tell us how ility is helping landlords support office customers’ hybrid requirements, before unveiling his Bold vision for the future.

If you have any questions or feedback on this episode, email [email protected]

Value Bombs:

• A combination of automation and good human services is unbeatable. - Marcus?

Timestamps:?

[04:10] Tell us about ility.?

[05:00] How many times have you been to MIPIM??

[05:20] What opportunities are you looking for here at MIPIM??

[06:30] Can you tell us about your work with LGIM??

[07:40] Does your platform help LGIM with flex and Space-as-a-Service?

[09:10] What was your lightbulb moment to launch ility and then leave Servcorp??

[13:05] Can you give a practical example of how someone you’re working with uses ility??

[15:20] Can you describe what makes you different from a dev shop??

[16:45] What are your ambitions for your company and real estate??

Resources:

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Shoutouts:?

1. Mark Tyson and his episode on Season 1
2. LGIM

Tap here?for previous episodes of the?#WorkBold?Podcast.

SPECIAL SHOUT OUT

THANK YOU to?David O'Coimin?and his team at?Nook?for making us look and sound good during MIPIM with our Mobile Podcast Nook.

The Nook is great for events, pop-ups and workplaces. Head over to their website to learn more:?www.nookpod.com

In other news...

Antony Slumbers to launch new course: '#SpaceasaService: The Trillion Dollar Hashtag'

He also challenges whether brand matters in the future of office real estate in this compelling post on LinkedIn

Cvent acquires venuedirectory

This is important as the lines are blurring between office and hospitality. Read the press release

venuedirectory CEO, Michael Begley, stopped by XCHG to share the news with me

52 percent of occupiers said they’ll reduce space over the next three years because of remote work and space efficiency

No one knows where we'll end up, but big office customers are making decisions as lease events occur. Read more in this Propmodo piece

CBRE CEO (who earns $13.9M) says 60-hour work week is sweet spot

But that's not the big insight of the story. See this Twitter thread for details...

Events I'll be participating in:

London Coworking Assembly Breakfast

London, England | 20 June from 9:30am - 11:30am (RSVP here)

Coworking London Conference

London, England | 30 June - 1 July (RSVP here)

BEAM Instant Book Summit

Oxford, England | 7 July from 11:30am - 7:30pm (RSVP here)

Sponsors:

Headline Sponsor: TSK

TSK creates inspiring workplaces for some of the world’s biggest brands across the UK and Ireland, They’ve been working for 25 years to deliver the best employee experiences and the vision of their clients. Not only do they create great places to work, TSK share workplace content every week from the latest data to inspiring spaces they’ve designed and built. You can read their latest insights at?www.tskgroup.co.uk?or check out their LinkedIn and Instagram pages to become a follower, fan and friend.

Fortune Favours the Bold

Bold?merges property management & Space-as-a-Service to help office customers grow faster and drive asset value. Bold is a real estate brand owned and operated by NewFlex (www.workbold.co)?

Future Proof Your Portfolio with NewFlex

NewFlex?delivers and manages a range of branded solutions for every type of building, in every type of location, for every type of occupier. Including the flexibility to develop your own brand. All enabled by flexible management contracts where we are invested in making money for you. (www.newflex.com)

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