Every customer centric business, regardless of their sector, is now focused on achieving the five-star customer experience that guests receive in many top hotels. It’s incredibly important but it is no longer a differentiator.
Jane Streat, Head of Client Services at Lexington Reception Services, caught up with Lexington’s customer experience team and Ashely Thorburn, General Manager, at Devonshire Square to find out how they are differentiating themselves to keep tenants happy and attract visitors.
Tucked between the City and Shoreditch, in the heart of the financial district, Devonshire Square has an urban village feel. It’s an exciting, architecturally varied space with 630,000 square feet of office space, shops, homes, restaurants and bars, home to over 35 diverse businesses.
Home to some of the best restaurants and bars, a specialist wine shop, art gallery and many more businesses, this community focused hub has a strong sense of identity and history.
The buildings surrounding the courtyard have been transformed but remain sympathetic to the original eighteenth-century warehouses, with original features such as stone stairs and iron and wood columns being restored to highlight the period beauty.
The building management team has created a vibrant community for tenants and visitors, bringing art to the financial district. Patrizia Sechi, Customer Experience & Events Manager at Devonshire Square Management says, “Showcasing art is a huge part of our role. One of our aims is to really help people escape the pressure of work or day to day life and find enjoyment in the arts whilst they shop, grab a refreshment or take a stroll here at Devonshire Square.”
From Russian and Ukrainian dancers to a performance from the London Male Welsh Voice Choir the customer experience team certainly know how to put on a fantastic show. The newly roofed piazza is the perfect location for employees who want to escape the office, where they can have their mind taken away from work at they watch a short performance and browse the shops.
Patrizia explained the facilities and customer experience team all have an interest or background in the arts, one being a former opera singer and another a photographer. She said, “Art is the thread running through the community here. Everyone working in the Devonshire Square team is so passionate about people and art. We put all our energy into creating a fabulous experience – from managing the front desk and making sure security is high to creating the shows, it all contributes to our visitors experience.”
Ashley Thorburn, General Manager at Devonshire Square, said the aim for Devonshire Square has always been to stand out from other premium business destinations. This is where art comes in.
He said, “Not only is it a structure and location but art is very much part of everything here at Devonshire Square. In the reception we have art work showing something connected to history here and there’s a theme for each building – this includes a silk block and spice block. This helps create a strong sense of community and connection between our tenants.”
Devonshire Square’s customer service vision is also at the very core of everything the team do: ‘Real Service, Real People’. Patrizia said, “We focus on creating meaningful, memorable, fun, unusual and unexpected experiences – it’s this that influences the way customers perceive and feel about Devonshire Square.”
The customer experience is an integral part of customer relationship management and research shows customers who have a positive experience are more likely to become a repeat and loyal customer. Ashley says, “The art creates a platform to showcase something different and bring people together – it brings new people to the area, which naturally benefits the local businesses.”
The team is planning a fabulous programme of events and activities over the next few months, including their monthly international food fair. For more information visit http://www.devonshiresq.co.uk/events
