CUSTOMER SERVICE EXPERIENCE / ENGAGEMENT
SILVER
Centres 400,000 to 750,000 sq. ft. of total retail space SILVER
RBC Avion Holiday Boutique Yorkdale Shopping Centre Toronto, Ontario
The Personal Shopping Room at Uptown Uptown Victoria, British Columbia
Management Company: Morguard Owner: Greystone Managed Investments
The Personal Shopping Room is more than a shopping service, it is a full-time dedicated room that exclusively offers a luxurious sanctuary and provides beauty and style solutions for women, girls and even men of all ages. It has been embraced by the Uptown target consumer who has used the service to help with everything from preparing for a job interview, to a first date, to getting ready for a high school reunion.
Centres more than 1,000,000 sq. ft. of total retail space
Management Company: Oxford Properties Group Owner: Oxford Properties and AIMCO
Avion ® Holiday Boutique is an exclusive lounge complete with a concierge, café, live pianist and complimentary gift wrapping & coat check. Over the 7-week program, the Boutique welcomed over 30,000 cardholders and shoppers, and usage of holiday services increased by + 59 %. Over 4,750 Avioners ® took advantage of complimentary valet parking. By partnering with RBC Avion ®, and including three retailers, Yorkdale presented a one-of-a-kind service initiative valued at $ 420,000 at no cost to the centre!
Company SILVER
SILVER
BCC FashioniCITY Customer Engagement Bramalea City Centre Brampton, Ontario
Management Company: Morguard Owner: Morguard Corporation and Bramalea City Centre Equities
FashioniCITY, Best Customer Club( BCC) program utilizes touchscreen kiosks in the centre to distribute retail offers for customers who scan their membership card each time they shop. This allows us to gain valuable information about our shoppers and their habits and reward them accordingly. Results to date for this program include over 19,235 members, 70,000 kiosk offers awarded, over $ 200,000 in retail sponsorships and over $ 4 million in tracked spending.
The Oxford Commitment Oxford Properties Group Toronto, Ontario
The Oxford Commitment provided a framework to guide the company to deliver exceptional service through leadership training and 162 Dialogue Series that reached 1,600 colleagues and contract employees across Canada, and O + Positive, an online sharing platform that saw 850 customer service and innovative ideas. The program also inspired all 11 retail properties to create first-to-market services and custom service initiatives all designed to deliver on Oxford’ s commitment of exceptional service.
ICSC CANADIAN SHOPPING CENTRE AWARDS | 12 | 2014 AWARD WINNERS