Virtual Guest Services

PROBLEM: Morguard, a leading property management company overseeing multiple shopping centers, faced the challenge of fragmented guest service operations due to each center operating independently. This resulted in inconsistent service delivery and increased operational costs.

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SOLUTION: To address this, we created and implemented Virtual Guest Services (VGS)—a virtual platform centralizing guest services across all centres. A dedicated central support team was established to manage customer inquiries, staff, and services.

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RESULTS: With VGS, operations are streamlined, eliminating redundancies and enhancing overall efficiency. Service quality is now consistent across all shopping centres, leading to increased customer satisfaction. The substantial cost savings have allowed Morguard to reallocate resources, further enhancing the overall guest experience across their diverse portfolio of properties.

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What we did

Centralize guest services across all centres
Community Management on the platform

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Structube Opening Cambridge Centre

Structube used a social media contest "This or That: Structube Style Showdown" to create excitement for their grand opening at Cambridge Centre. The contest, targeting families who like home furnishings, generated a lot of buzz with over 21k impressions and a 37% engagement rate.

PHYGITAL GAMIFIED ACTIVATIONS

Morguard, facing a need to boost foot traffic across their malls, launched phygital gamified activations. These interactive mobile games, like a digital spin wheel and hopscotch, saw high engagement (16,200) and website visits (241,000), successfully generating excitement and increasing mall traffic.

“What’s Your Shopping Joy?” brand campaign

Morguard's "What's Your Shopping Joy?" campaign revived the excitement of in-person shopping at their new Family Cluster malls. With a captivating social media campaign (143 million impressions!) and engaging in-mall promotions (13,367 engagements), they drove a 12% sales increase and a 26% jump in foot traffic. They also made gift card purchases more accessible, boosting sales by 47%.

Get Paid to Eat

To boost Pickering Town Centre's restaurants, DRH Group launched "Get Paid to Eat," likely offering dining incentives. Targeted social media ads, influencer partnerships, and strategic digital marketing brought in new customers, significantly increasing restaurant sales.

Texting and Driving

PTC aimed to outshine competitors with a unique March Break campaign. DRH Group's #Live2See20 campaign targeted teen drivers with a social awareness message against texting and driving. Though sales increase was modest, it achieved significant social impact with over 12 million impressions, 1500 teens visiting the campaign lounge, and 817 pledging to stop texting and driving

Pickering Town Center (PTC)

Pickering Town Center (PTC) launched a new campaign titled "In Town" to revitalize their image and attract customers. This campaign, which included social media efforts and branding refresh, proved highly successful, exceeding their sales target with a 9.3% increase.

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