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cover of episode #31 The Monumental Power of Genuine Empathy as a CX Tool

#31 The Monumental Power of Genuine Empathy as a CX Tool

2024/5/22
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Experts of Experience
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Chris Zlocki
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Chris Zlocki: 在后疫情时代，商业地产行业面临快速变化，办公空间需要从强制性转变为吸引力，吸引员工回到办公室。成功的关键在于提升员工敬业度和生产力，设计满足员工工作方式、互动方式以及知识转移和创新需求的办公空间。Colliers 通过积极倾听客户需求、主动提出建议和快速适应变化来支持客户，帮助客户建立多元化供应商网络，提供战略规划和技术支持，成为客户的合作伙伴，而非单纯的供应商。 Colliers 使用Collier 360平台集中管理数据，为客户提供全面的数据视图。Colliers 通过客户之声计划和净推荐值 (NPS) 来追踪客户成功情况，并通过专门的客户访谈来了解客户的痛点和机会，以客户体验为中心改变了业务战略，从解决方案出发，与客户共同创造解决方案。 在混合办公方面，Colliers 关注工作规范和员工的工作效率，而非仅仅关注办公空间，帮助客户重新思考办公空间，并根据员工需求进行调整。Colliers 鼓励团队积极主动地向客户提出改进建议，并通过多种渠道分享知识，促进组织内部的信息共享。定期评估业务目标，确保能够有效地支持客户实现目标。 Lauren Wood: 作为访谈者，Lauren Wood 主要引导话题，并就Chris Zlocki 的观点进行补充和提问，例如混合办公模式的挑战、如何平衡成本和员工体验等问题。她还分享了自己的经验和观点，例如客户访谈的重要性以及AI 在客户体验中的应用。

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Chris Zlocki discusses the importance of being a proactive and consultative partner in the commercial real estate sector, emphasizing the need to understand client needs and drive meaningful change.

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On this episode, Chris Zlocki, Global Head of Client Experience for Collier's Occupier Services, explores the changing landscape of commercial real estate in today’s world. Chris emphasizes the importance of being a proactive and consultative partner to clients, understanding their needs, and driving meaningful change. Plus, he touches on the importance of both a top-down and bottom-up approach to creating a decisive company culture. And when it comes to customer success, Chris emphasizes tracking the voice of the customer and how he uses the Net Promoter Score. 

Key Takeaways:

  • Commercial real estate providers need to be proactive and consultative partners, understanding clients' needs and driving meaningful change.
  • Employee engagement and productivity are key considerations in designing office spaces that attract and retain top talent.
  • The future of real estate will be shaped by AI, and organizations need to be prepared for continuous change and adaptation. A strong company culture requires both a top-down and bottom-up approach.
  • Centralizing data is crucial for providing a holistic view of information for clients.
  • Tracking customer success involves gathering feedback through dedicated conversations and measuring Net Promoter Score.

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