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 and well-managed shopping malls 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 SHOPPERS To understand our shoppers’ needs, enhance their experiences and improve the appeal of our malls TENANTS To become a landlord of choice by understanding our tenants’ needs and concerns CapitaLand Integrated Commercial Trust 36 Stakeholder Groups Stakeholders and Communities
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