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

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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Mission.org is a media studio producing content alongside world-class clients. Learn more at 

mission.org