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Interview

Carly Gibbs, Head of Guest Experience at Chiswick Park Enjoy-Work and speaker at our 2019 Customer Engagement Summit, gives insight into her case study and role …

Can you give us an introduction to your organisation?

Chiswick Park is a 1.8 million sq ft business campus located in Chiswick, West London. Developed in 1999 and designed by Rogers Stirk Harbour + Partners, it is made up of 12 buildings, bringing together over 10,000 people from 75 of some of the world’s leading companies such as QVC, Discovery, Starbucks and Danone. Chiswick Park is set in 33 acres of landscaped garden featuring a lake and waterfall. It also houses over 45,000 sq ft of retail space including an on-site Virgin Active gym, restaurants, convenience stores and a variety of pop-up traders and street-food vendors.

Chiswick Park is entirely managed by property management company, Enjoy-Work, which provides a range of services, facilities and entertainment for its guests on the park. The Enjoy-Work philosophy aims at providing an environment where people take pleasure in working and are therefore more productive in their work. In addition to building management, landscaping and maintenance, Enjoy-Work provides a programme of regular activities and concierge services dedicated to the Guests working on the Park.

Can you provide an insight into a ‘day in the life’ of your role?

No day is ever the same! One of the reasons why I love what I do on our Campus is because my role is varied and exciting. I could be meeting with suppliers for an event, looking at ways to improve our visitor and Guest journey or supporting new team members in their induction.

But no matter what, our Guests will come first, so if I get a phone call from one of our Guests for advice or questions, this will take priority.

One of the main advantages of my role is that I get to be out and about for a large part of the day spending time with our team, which I believe is the heartbeat of our business.

What do you think is the most important factor affecting Customer Engagement today?

Customer engagement is the result of positive customer experience. I think the main factors are transparency and sincerity. The world we live in is so fast paced, especially the industry we operate in, our Guests are trying to balance their work and personal life. It’s the little details that make a difference in their day, such as a smile, saying hello or a surprise giveaway. It sounds simple but it has a huge impact.

It’s also important to remind ourselves that we don’t always get everything right all the time and it’s only human to make mistakes. Being transparent and honest about it will help us rectify the situation in the future.

What is your best advice for increasing engagement?

“Put yourself in the Guests’ shoes”. This is a saying that we regularly use amongst the team. It’s crucial to ensure that we consistently review our service standards. At Chiswick Park, we analyse our Guests’ journeys. We look at improving their journeys in and out of the office. We evaluate what can impact their travels by walking the journey ourselves to understand how they feel. We see this exercise as a major part in improving the overall Guest experience.

What do you think the future looks like for Customer Engagement in your industry?

The future is bright for Customer Engagement in the workplace, but we will need to adapt. The industry is changing, we see more flexible working and hot desking. For example, our Campus is open 24 hours, seven days a week, and is very international; we must ensure that we engage with everyone in the same way. We need to continue to provide an environment that people enjoy working in, which is very much at the heart of our business. We must continue to make life easier for workers; we want them to find the right work life balance and we can play a massive role in that. There are so many opportunities in this industry, it’s very exciting!

Can you give an overview of your case study from the Customer Engagement Summit?

Chiswick Park Enjoy-Work is focused around its tenants, we call them Guests. With more than 10,000 people working on the Campus daily, the Enjoy-Work team is always going the extra mile to make sure that all Guests benefit from the environment they work in, making it as pleasant, connected and fun as possible. Offering World-Class Service is one of our business values. As a team, we look at creating memorable experiences for our Guests, defy expectations and focus on one person at a time. We are about the customer journey, making it as pleasant and memorable as possible. In the office industry, front desk reception has a key role in the day to day routine of all employees and visitors. We work collaboratively with all teams to ensure Guest Experience is a priority for all, through delivery and engagement with our Guest Service Journeys and our Guest Experience Programmes.

What did you enjoy most about the event?

It was great to see how Customer Experience is at the centre of all companies regardless of their size or the industry they operate in. The team is a key component of your business – invest in your team, they will be the best ambassadors for your brand. Any team members will be involved at some point in their role in delivering customer experience. And finally, everything you do is for your customers whoever they are; without them there is no business.

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