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THIS is the second interview in our series of CX Conversations and it’s with Kaj Bakker, the head of sustainability (Europe) for global REIT Cromwell Property Group.

Kaj is a passionate convert to the importance of customer experience in the property industry and talks about how annual feedback gathered by RealService across the continent has enabled Cromwell to better understand their occupiers.

Kaj Bakker
Kaj Bakker, Head of Sustainability (Europe), at Cromwell Property Group

He also touches on being the middle-man, the asset manager serving two masters – occupiers and investors. It’s understanding occupiers, he says, which will drive retention, reputation and revenue – and keep investors happy.

Next time, David O’Sullivan, director of occupier and property services at Great Portland Estates, emphasises the importance of customer feedback and how ‘over communicating’ during the pandemic has forged closer relationships between landlord and occupiers.