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