Total Facility Experience: the route to frictionless client satisfaction

The next competitive battleground for facility service providers

We entered the experience economy long ago. In fact, 73% of consumers now state that a good experience is key in influencing their brand loyalties (PwC). And this is not just for top-of-mind products or services.

There’s a growing demand for experienced-based facilities too. So, the new way of gaining a competitive advantage as a facility service provider is offering experiences that clients, employees and other facility end users will remember and be loyal towards.

It’s time to get acquainted with the concept of Total Facility Experience (TFX) – the new built environment mantra. Total Facility Experience is based on the Gartner Top Strategic Technology Trend for 2022: Total Experience. A ‘Total Experience’ unifies the four areas of built environment experience: customer experience, user experience, employee experience and multiexperience. The goal is to integrate and enhance each of these to provide a more holistic overall experience for all stakeholders.

Facility service providers offering TFX enjoy better collaboration with their clients, resulting in improved services delivery.

This Planon white paper outlines:

  • How the concept of Total Facility Experience (TFX) is defined
  • Why TFX is key to improving the quality of facility service delivery
  • The role of digitalisation in the transition to providing TFX
  • Which stakeholders will benefit from TFX and why?

Are you interested in knowing more about this trend in the FM outsourcing market? Register on this page to receive a copy of the Planon white paper: ‘Total Facility Experience: the route to frictionless client satisfaction.’

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