MARKETING
CUSTOMER SERVICE EXPERIENCE/
ENGAGEMENT
CUSTOMER SERVICE EXPERIENCE/
ENGAGEMENT
SILVER
SILVER
Centres 400,001 to 750,000 sq. ft.
of total retail space
Centres 750,001 to 1,000,000 sq. ft.
of total retail
Santa’s Mall
Southland Mall
Regina, Saskatchewan
Shine
Bayshore Shopping Centre
Ottawa, Ontario
Owner: Retrocom REIT
Management Company: Arcturus Realty
Corporation
Owner/Management Company:
Ivanhoé Cambridge Inc.
Bayshore Shopping Centre was challenged with
the realities and public perception of a less-thanideal shopping experience as their redevelopment
continued during the busy holiday season. In
response, they launched SHINE featuring three
first-to-market customer services that provided a
“Uniquely Bayshore” elevated shopping experience
for their customers. Their campaign successfully
engaged 14,404 shoppers, with over 1,150 shoppers
using their complimentary valet parking, 3,786
free Santa photos distributed and almost $10,000
raised for the Ottawa Senator’s Foundation. Their
comprehensive PR and social media strategy
generated 1.17 million impressions and successfully
reversed negative public perception through an
impressive 55 minutes of television coverage.
Buoyed by the completion of their renovation,
Southland Mall, located in Regina, decided it was also
time for new holiday décor. But instead of a static
décor package, they launched a customer-focused
holiday experience that brought back the magic and
excitement of the holidays as seen through the eyes
of a child. An experience that included an array of
whimsical characters, three interactive areas, festive
music, aromatic scents and Santa housed in a winter
chalet. They branded the centre, “Santa’s Mall”
and attracted over 600,000 visitors, collected 743
new toys for less fortunate children in Regina and
generated 38,672,738 hits of publicity.
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