CapitaLand Integrated Commercial Trust - Annual Report 2021

Shoppers To understand our shoppers’ needs, enhance their experiences and improve the appeal of our malls Tenants To become a landlord of choice through understanding our tenants’ needs and concerns Communities To be a responsible corporate citizen and contribute to the communities in which we operate STAKEHOLDER GROUPS Engagement Channels • Marketing and promotional events • Loyalty programmes • Online and mobile platforms • Social media • Shopper interviews Focus Areas • Quality and well-managed shopping malls • Environmental, health and safety measures in properties • Omnichannel shopping • Experiential shopping • New retail concepts • Family-friendly facilities • Easy access to public transport • Positive customer experience • Vibrant communities Response • Maintain efficient properties with green rating • Keep properties relevant through proactive portfolio reconstitution and create an attractive tenant mix • Leverage technology and digital platforms such as CapitaStar’s ecosystem to build loyalty • Co-creation of concepts and shopper experience with tenants to differentiate offerings Engagement Channels • Engagement programmes/ activities • Post-event feedback • Meetings with key existing and new tenants and other informal tenant gatherings • Tenant shop openings • Joint promotions and strategic partnerships • Value-added initiatives by centralising resources and leveraging technology • Tenant satisfaction survey • Office Tenant Relations Specialists (TRS) as regular contact points for tenants • Fortnightly tenant newsletter – your Workplace Community • Social media platforms Focus Areas • Quality andwell-managed shoppingmalls and office buildings • Environmental, health and safety measures in properties • Knowledge-sharing and market trends • Operational efficiency • Positive customer experience • Vibrant communities Response • Maintain efficient properties with green rating • Keep properties relevant through an active portfolio reconstitution strategy • Leverage technology to enhance product and service offerings and build tenant loyalty • Engage tenant regularly to build relationships and ensure prompt responses to tenants’ needs • Leverage mobile application CapitaStar@Work and link up with CapitaStar to extract synergies and cross-selling opportunities Engagement Channels • Collaborate with CHF to contribute to non-profit organisations • Management of ESG issues • Corporate social responsibility programmes • Our Head, Workspace Operations, is a member of various taskforce teams and committees in the BCA and Ministry of Manpower while our Head, Retail Operations, Singapore, is a committee member of the Tripartite Clusters for Cleaners in Ministry of Manpower and a committee member of Workspace, Safety and Health Council (Facilities Management) • Partnerships with government, national agencies and non- governmental organisations Focus Areas • Volunteerismand philanthropy • Environment • Sustainable buildings • Community programmes to generate wider awareness of sustainability, health andwellness • Environmental, health and safety measures in properties Response • Pursue green rating for all properties in our portfolio • Grant three days of volunteer leave per employee • Participate in community programmes to support social growth and charitable causes • Partner with government/ national agencies and tenants to promote sustainability and healthy living CapitaLand Integrated Commercial Trust 142 Stakeholders and Communities