Westward Ho! – to the future of the high street

Picture showing retailer cutting a belt to size

I’ve seen the future of the high street and it’s in Bideford, Devon! We’ve had some wonderful staycations this year in Yorkshire, Scotland and Cornwall and experienced some really first-class hospitality. Staying a AirBnB’s is a reminder that you don’t have to book into a big hotel chain or luxury boutique hotel to find people […]

Covid – 19: You can’t outrun a bear!

There’s a joke about outrunning a bear that Benedict Cumberbatch (as Alan Turing) tells in “The Imitation Game”: There are two people in a wood, and they run into a bear. The first person gets down on his knees to pray; the second person starts lacing up his boots. The first person asks the second […]

Webinar: “Social distancing or working from a distance”: Consequences of Covid-19 on the real estate office market

Howard Morgan, Founder and MD, RealService and senior consultant, Dr Danielle Sanderson will be speaking at this webinar hosted by GRESB on Tuesday, June 16  Program: 1. Presentation of research from Professor Danielle Sanderson and Howard Morgan, Real Service covering scientific evidence of the correlation between occupier satisfaction and performance of real estate portfolios: “Occupier satisfaction and its impact on investment […]

Howard Morgan chairs BCO Customer Experience Case Study

Over the past decade, the BCO has initiated the driving of the customer-service revolution in the property management industry. RealService has researched and authored three reports for BCO looking at how a customer experience culture can be introduced and developed Embracing the best practice guidance published by the BCO Occupier Group, Savills has adopted the […]

Life after lockdown: hopes for a kinder real estate

RealService, Founder & MD, Howard Morgan was invited to contribute to this podcast by Estates Gazette As the world eventually recovers from the Covid-19 pandemic, there is an invaluable opportunity to re-set priorities and re-focus business beyond just the bottom line. In this final Mental Health Awareness Week podcast from EG, our guests ask whether […]

Covid-19: Landlords and tenants – who takes the pain?

Roundtable discussion hosted by Goodman Masson – 28th April 2020 RealService Founder and MD, Howard Morgan was invited by financial recruitment specialist, Goodman Masson, to host a roundtable discussion with leading CFO’s and FD’s in the hospitality and restaurant sector. With well-known operators like, Travelodge, making the headlines and the battles lines being draw, is […]

‘Covid-19: A chance to enhance relationships and demonstrate a genuine humanity’

Never has the business relationship between landlord and tenant been under greater pressure than now. The Covid-19 crisis has hit the already reeling retail sector, the demand for office space has disappeared overnight and viewing a residential property is a risk to health. When the going gets tough, you might expect landlords to revert to […]

Are you ready to ROX? RealService launches customer experience measurement challenge

Reporting from the 4th Annual RealService / GRESB Customer Experience Seminar “Today we are launching the search for property’s next holy grail. It’s our belief that we as an industry need to be able to better measure and prove the return on investment in improving CX,” said RealService founder and MD, Howard Morgan. Setting the […]

Measuring ‘return on experience’ – The RealService/GRESB seminar

There is no argument that providing a better customer experience leads to better returns. Research done by PwC in 2017 (Ingredients for Great Experiences) found companies that make experience a priority can charge a premium of up to 16 percent for their products and services. And, Dr Danielle Sanderson’s PhD thesis, based on thousands of […]