Property and facility managers understand intuitively that a positive customer experience increases tenant retention. But quantifying this relationship, from defining desired outcomes (retention, referral, rental increases) to tracking the right metrics (service, satisfaction, sentiment), remains challenging. An expert panel of leading property management executives with experience at a diverse set of commercial assets (including traditional office, mixed-use, and medical), will share their insights and zero in on the operational, service, and sentiment metrics that point to transactional and financial success.
