Delivering exceptional tenant experience at 1 Denison
Guided by Winten Property Group’s premium vision for 1 Denison, as well as the blue-chip customer (tenant) base, the Host offering was designed to elevate community engagement at every opportunity. This has included:
- Engaging with tenants six months ahead of onboarding, to develop a deep understanding of employee expectations, organizational goals and internal communications strategies.
- Informing design and placemaking through the final stages of development, including Concierge desk design, back-of-house operational zones, AV methodologies and third space – most notably, ‘Nest’, a 300 sqm dedicated wellness amenity.
- Embedding four customer experience team members within the onsite building management team structure, ensuring a seamless connection between front-of-house customer service and back-of-house technical operations. This includes one tenant-funded Concierge position which sits within CBRE’s management team.
- Designing a bespoke and personalized welcome experience – allowing community members to cherry pick engagement initiatives through app bookings and requests. This includes attending precinct tours, meet & greet with Concierge, welcome gift selection, class bookings, concierge services and retailer promotions.
- Furthering Winten’s vision, 1 Denison will score additional points within the WELL certification framework, which has enabled the team to increase their target from Silver to Platinum. This has been bolstered through CBRE’s wellness consultancy, mobilization of the app and integrated team approach.
Outcomes
Outcomes to date have included:
- 83% app adoption rate across the building community
- 80% of tenant-business’s senior executives downloaded the app prior to their first day onsite
- 100% of app users engaged in welcome initiatives
- 50% of occupants attended welcome tours
- 75% of tenant-businesses have leveraged the app for internal communications purposes
- 100% of tenant-businesses have engaged with building management for insight-driven data, captured through the app
The onsite team continues to work with Winten Property Group and their tenants to understand the evolving needs of the 1 Denison community, forecast future trends and deliver superior tenant experience at every opportunity.
