Thought-leadership presentation. For more, visit http://Slide.Works.

1. Experiential Operations
Winning in the Workplace’s New Era

2. A Cautionary Tale
What did they
do?
What
happened?
What went
wrong?

3. The Old Workplace:
People
Warehouse

4. The New Workplace:
Talent Magnet

5. Would take a pay cut
for a nice work
environment
Would reject a job offer
if they didn’t like workplace
Say office environments
are directly related to how
company values them
23%
Workplace Matters
x
80% 97%

6. Emerging Consensus
“CRE’s job is to help tenants attract
and retain talent.”
– Brian Harnetiaux, former chair of BOMA International

7. Your Job:
Create a Talent
Magnet for your
Tenants

8. Amenities are integral to the
employee experience, and
engage with landlords,
others to enhance amenities
Of building management
teams spend at least ¼ of
opex budgets on tenant
amenities
Plan to increase amenity
spend in the next year
81%
Reaction: Amenities War!
25% 55%
The Tenant Experience Gap
November 2019
report by Building Engines
The Tenant Experience Gap
November 2019
report by Building Engines

9. 3 Approaches
♟

10. Think Holistically
About the
Tenant Experience1

12. Employee
Suite
Building
Neighborhood
Tenant Experience Model

13. Employee
Suite
Building
Neighbor-
hood
HARD SOFT
Office layout
Conference rooms
Game room
Furniture
Culture
Free lunch
Manager
Co-workers
Lobby
Meeting space
Fit/finish
On-site fitness center
Customer service
Response time
Self-service
View
Transit
Restaurants
Retail
Gyms
Public safety
Dry cleaning pick up
Gym classes
Concerts
Tenant Experience Model

14. Link the
Elements through
Communication2

15. 75%
25%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Property Managers Tenants
50%
Communication
Gap
Failure to Communicate
Source:
The Tenant Experience Gap
November 2019
report by Building Engines
“Building Occupants Consistently
Get the Info They Need”

16. What do Tenants Want to Know?
94%
77%
72%
68%
60%
64%
53%
50%
56%
52%
In-building amenities New food options Nearby services Meeting/event space Nearby events
Tenants CRE Pros
Source:
The Tenant Experience Gap
November 20198
report by Building Engines

17. Engage
Tenants Where
They Are3

18. Occupiers planning to introduce
mobile apps to enhance the
employee experience
59%
Is Mobile Technology the Answer?

19. downloaded no apps
in the last month
deleted at least one app
in the last week
of screen time is spent
on just one app
50%50%
Tenants Don’t Want More Apps
50%
+ x

20. Source:
The Tenant Experience Gap
November 2018
report by Building Engines
Today, 80% of
building occupants
use text messaging
more than phone calls
and emails to
communicate with
friends and family.

21. Source:
The Tenant Experience Gap
November 2018
report by Building Engines
61% of building
occupants expect you
to use messaging for
building-to-tenant
communication in the
future.

22. Conclusion: Pointers from
Software
1. Hypothesize your experiential offering
2. Lower the friction
3. Know what success looks like
4. Invest wisely

23. Coming Back to
A Cautionary Tale
What did they
do?
What
happened?
What went
wrong?

24. The old Animation Building at the Walt Disney Studios in Burbank,
California. Photographed by user Coolcaesar on November 8, 2014.
Source:
Constructed 1939

25. Learn More at http://slide.works
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