Managing the Tenant/Customer Experience During COVID-19

Managing the Tenant/Customer Experience During COVID-19

April 23, 2020 | 2:30-3:30 PM EST
Members: Free, registration Required | Regular: $59

Sponsored by Mayberry Electric.

“We are stronger together…Just stay 6 feet away, please.”

Oxford is the real estate investment arm of OMERS, one of Canada’s largest pension plans. With over 55 years of experience, its in-house team takes a hands-on approach to real estate investment, development, and management in Canada, the US and Europe. Customer Experience is the Oxford Way. More than 1.5 million people work, shop, live in or visit one of Oxford’s properties every day. Oxford prides itself on putting customers’ needs first and on consistently leading the industry in service and satisfaction.

This webinar will share how the Oxford Platform Services team is working to stay ahead of the Covid-19 pandemic with its customer/tenant experience at the forefront of our thinking.  The full scope of “customer experience” is an outside-in discussion which includes both the tenant/customer experience as well as the employees’ experience.  Webinar topics will include: The Discipline of a COVID Working Group; Communicating with Tenants/Customers: Details or not?; Showing you care: the Employee Experience; and Ideas to Reduce Operating Costs.

A crisis response requires change management as well as relationship management.  Whether your business returns to the previous status quo or you define a new normal will be built on how this crisis is handled.  Customer expectations, frustrations, and fears will rise and fall, almost daily.  How Property Management and Asset Management teams have handled these situations will determine your customer relationships six months from now. Oxford will be sharing their initiatives in the hopes that we can all get through this, together.

The webinar feature speaker is Nancy Ortenburg is the Director of Customer Service Excellence at Oxford Properties.  She is a member of the global Platform Services team that supports each Oxford asset class in the areas of Security, Health and Safety, Procurement Services, Building Optimization, Sustainability and Customer Excellence. She has 20+ years in organizational development, change management and strategic planning.  She is a Certified Customer Experience Professional (CCXP) with a passion for creating world-class customer experiences through attention to corporate culture and employee experience.

4/23/2020 2:30 PM - 3:30 PM
ZOOM Webinar Webinar Login Details (Sent By Email Day of Event)


Thursday, 23 April 2020

BOMA Georgia and the BOMA Georgia Foundation are pleased to deliver low-cost and timely educational opportunities to real estate industry professionals like you. If you would like the Foundation to keep up the good work of providing educational scholarships and research funding, please make a charitable, tax-deductible $15 donation today. Your support is very much appreciated.


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