Tag: customer experience

Blockchain
13/06/2019

How can Blockchain Improve Facilities Management?

Blockchain is the technology behind the explosion of Bitcoin. Whilst Blockchain has been used for tracking Bitcoin’s financial transactions it has significant potential to drive transparency, efficiency, and cost savings for building owners and o...

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Death
09/04/2019

Facilities Management -“The reports of my death are greatly exaggerated”.

  I feel compelled to write in response to an article posted on LinkedIn from Frans van Eersel in which he proclaims the death of Facilities Management in favour of Workplace Management, entitled ‘Four Reasons why Facilities Management is Dead.&#...

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29/01/2019

Can Proptech Improve the Workplace Experience?

Everyone in the commercial real estate space appears to be talking about new technology and its application in the commercial workplace environment. So, what is Proptech? The technology used in the property space is colloquially referred to as ‘Proptec...

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Collaboration Life Cycle
12/04/2018

The 8 Stages of the Collaboration Life Cycle

In last weeks post, ISO 44,001- Is Collaboration Essential to Future Outsourcing Success? I set out in the importance of new ways of working from a collaborative standpoint. This week  I want to dive into the recognition that all relationships have a c...

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Facilities Management
13/10/2017

10 Questions Your Facilities Management Customer Expects you to Answer

Here are 10 Questions that your Customer expects you to answer before you can hope to convince them of the value of your Facilities Management (FM) offering. Facilities Management’s impact on the Customer and their workplace is a complex issue. Each va...

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29/06/2017

10 Workplace Questions All CEO’s Should Have on Their Board Agenda

What is your CEO doing about the mounting body of evidence that shows the connection between the Workplace and your companies competitive advantage in their marketplace? What questions should he/she be asking of his/her board to ensure that your enterp...

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XLA Spock
07/02/2017

5 Key Reasons to Engage in an Experience Level Agreement

Facilities Management (FM) has long used Service Level Agreements (SLA’s) for measurement of our service performance. A new phenomenon is the rise of the eXperience Level Agreement or XLA. Whilst SLA’s provide an easily measurable technical...

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facilities management
17/01/2017

3 Ways Facilities Management Companies can Improve Value Add

Facilities Management is in the midst of a significant transformation. ‘A blinding flash of the obvious’ I hear you say. We are an industry that is beset by commoditisation, with procurement junkies prescribing every last input based direct...

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14/12/2016

How to Improve Customer Participation in Service Delivery

Customer participation in the delivery of Facilities Management (FM) services, ultimately determines the service they receive as well as the quality that is achieved. In last week’s post entitled Will Customers Help Themselves? I set out 2 framew...

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08/12/2016

Will Customers Help Themselves?

The emergence of Customer experience in Facilities Management (FM) is the single most important aspect in achieving sustainable success for FM service providers. Customer experience management is of particular importance in the FM industry due to the i...

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“10 Questions all CEO’s need answered

to unleash a Winning Workplace”

In a hypercompetitive world, the Workplace is the Executive Board’s No1 tool in their arsenal to effect rapid deployment of change initiatives.

How is the Workplace was contributing to productivity, effectiveness and competitive advantage?

 

The book will act as a catalyst for a strategic conversation amongst business leadership teams and provide answers to understand this complex issue.

Get my latest e-book