HIW CRR 2023 v8 - Flipbook - Page 33
CUSTOMER EXPERIENCE
Looking ahead, we remain committed to prudently
investing in our assets to ensure they continue
to meet the dynamic needs of our customers. By
operating with a hospitality mindset, we differentiate
ourselves from the competition and elevate the
expertise of our property teams, thereby enhancing
the overall customer experience. Our ongoing
efforts not only bolster our bottom line and increase
customer retention but also cultivate a resilient
organizational culture poised to thrive in the face of
future challenges.
At the forefront of this initiative is Melissa Bessler, our
first-ever Director of Customer Experience. Melissa
joined us in August 2023 and brings a wealth of
experience from the coworking sector of commercial
real estate, where she successfully managed multiple
locations while delivering tailored experiences for
customers. Her background in hospitality, including
roles in high-end hotels and organizing large-scale
events, underscores our dedication to delivering
unparalleled service at every touchpoint.
CUSTOMER
FOCUS
FFO
NOI
BUILDING
A GREAT
CUSTOMER
EXPERIENCE
BUILDING
OCCUPANCY
CUSTOMER
LOYALTY
CUSTOMER
RETENTION
SPOTLIGHT
DIRECTOR OF CUSTOMER EXPERIENCE MELISSA BESSLER
“Over the years, delving into the intricacies of hospitality has shown me that true customer experience goes beyond mere
interactions—it involves crafting every detail so our customers can conduct their business with ease. As the office sector evolves,
our focus is on understanding and anticipating needs, simplifying complexities and building enduring relationships. I am dedicated
to delivering tailored, effortless services that create memorable experiences and provide tangible value for our customers.”
Melissa Bessler
Director of Customer Experience
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