Louise Freethy becomes RealService CEO

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Company founder Howard Morgan moves to role of Executive Chairman RealService, the customer experience (CX) insight and management consultancy for the real estate industry has appointed Louise Freethy as CEO from June 1, 2023. Howard Morgan, who founded the business 25 years ago, will take on the role of Executive Chairman and will remain actively […]

ESG as a service: A new way of thinking about customer engagement

ESG (Environmental, Social and Governance) has become a global priority with many businesses striving to reduce their environmental impact and to be more socially conscious. This is particularly true for real estate, given our industry’s significant carbon footprint and social impact. Real estate is carbon intensive and, according to Forbes, contributes approximately 40% of global […]

‘It’s time to adopt a hospitality mindset’

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Howard Morgan and co-author Thomas Wiegelman have called on the real estate industry to follow a six-point plan to foster customer loyalty. They argue that only by taking more interest in their occupiers’ businesses can property companies become more robust and insulated from rapidly changing market conditions. Failing to treat tenants as customers and a […]

Retail has had to change – but it’s rising to the challenge

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Sue Flatto says that omnichannel shoppers can still find joy in bricks and mortar Consumer confidence has fallen to its lowest level since 1974. Against this backdrop, retail is challenged to tempt consumers back in store using creativity and technology. The fundamental meaning of retail experience has also changed dramatically over the last few years. […]

RealService appoints Justine Johnson as Associate Director to drive expansion of firm

RealService, the customer experience consultancy for the real estate industry, is delighted to welcome Justine Johnson in the role of Associate Director, with special responsibility for creating new products and services, and business development. Justine joins RealService from advertising company Grey London, where she held the post of Group Business Director, working with a wide […]

RealService founder Howard Morgan appointed Honorary Professor at UCL

RealService is delighted to announce that our Founder, Howard Morgan, has been conferred with the title of Honorary Professor at the Bartlett School of Sustainable Construction at University College London (UCL). The appointment recognises Howard’s pioneering work in the field of customer experience and real estate over the past 30 years. The Bartlett School of […]

What’s your defection risk? Ask the sustainability champion

By Sophie Hazeu A WHILE ago I conducted a post-occupancy study with a number of managing directors. I was exploring their reasons for choosing the prime real estate into which they had recently moved and the majority of respondents, bar a few who mentioned bike racks and lockers, stated location, rent, rates and square footage as […]

“Property’s got talent” – Howard Morgan to chair BPF webinar

RealService, Founder & MD, Howard Morgan will chair a webinar in the British Property Federation’s ‘MyBPF – Digital Series’ on 29th March. He’ll be exploring the customer experience skills gap and how we can ensure our industry has the right skills for the future. Full details and sign up here https://bpf.org.uk/events/property-s-got-talent-new-skills-required-for-a-post-pandemic-world/ Nurturing a diverse and […]