Could workplace directors deliver a customer experience like a ‘service brand’?

Why is there such a gap between the level of service you would expect in a hotel and that which you are likely to receive in so many workplaces?

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By Alan Williams

Edition 2 - February 2013 Pages 20-23

Tags: Brand • Customer Experince • Service

Workplace management (including FM) has long grappled with its own identity – the definition of what it does. I have often heard it packaged as the provision of a range of services such as reception, catering, security, meeting rooms, housekeeping and engineering, all within a built environment. This is the same list as a hotel general manager would propose for a hotel - a built environment with an almost identical range of services. In both situations, these services are provided to customers - guests in a hotel; employees and visitors ...

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