Customer Experience in Real Estate

Future Leaders Programme

About the Programme

Experience Makers is the real estate industry champion for customer experience professional training and research. The Bartlett Real Estate Institute is part of UCL’s world-class faculty and focal point for all built environment professionals to re-think real estate. 

The Customer Experience in Real Estate - Future Leaders Programme is the first short course of its kind to combine academic research with industry insight to provide a vital understanding of customer experience strategy in property, and the skills to implement it.

The programme is supported by Experience Makers’ members and developed in consultation with an Advisory Group of leading organisations, passionate about pushing the industry forward. These include The Crown Estate, Get Living, MAPP, Savills and Transport for London. Their involvement ensures that the programme is rooted in real-world aims, actions and successes.

A pioneering 5 week executive education programme, followed by 2 days practical on site learning, which will immerse you in new thinking about the landlord and tenant relationship.

Spread over 6 online units, and 2 additional live project units, you’ll come away equipped with the practical skills to design and implement a successful customer experience strategy that will help drive revenue, increase customer retention and build brand loyalty.

As part of the programme you will hear first-hand from customers and stakeholders, learn from industry experts in and outside property, and be engaged through stimulating learning based on latest research and cutting edge case studies.

Get equipped and be ready to lead the future of real estate.

  • "I wanted Best Practice examples and insights from industry, and that’s what I got.”

    — TOM ATKINSON Customer Performance Manager, TfL

  • "The level of speakers was excellent. The programme is pitched just right for mid-senior management.”

    — DAN BOYD Head of Occupier Service, Hibernia REIT

  • "A really enjoyable and enlightening course.”

    — JOHN O’BRIEN Group Customer Director, Segro

  • "It’s fascinating to hear case studies from other sectors within Real Estate, from both the guest lecturers and other course participants alike"

    — AZELEA CHEUNG Brand Experience Manager, Get Living

  • "The reading list, resources and checklists provided are helpful and it’s been great to have a space where we can talk about work in a completely different environment."

    — LORENA CALINOV Senior Surveyor, MAPP

COURSE DIRECTORS & LECTURERS

HOWARD MORGAN, CO-FOUNDER, EXPERIENCE MAKERS

PROFESSOR YOLANDE BARNES CHAIR, BREI

CHRIS GARTHWAITE CGA CX Strategy: Navigating Touchpoints

DR DANIELLE SANDERSON UCL BARTLETT Proving the Loyalty Bonus

MARTYN EVANS U+I 3c‘s of real estate: Customer, Community & Creativity

Course Structure

  • Building the Customer Experience Strategy

  • Inspired by our customers

  • CX Design and Delivery

  • Leadership

  • Working with Partners & Stakeholders

  • Performance Measurement

  • Knowledge into practice

  • Virtual tour

Apply cutting edge thinking

Gain real world knowledge and practical tools.

Apply theory and gain knowledge from practical case studies. Take back a range of tools to your own organisation:

  • Customer Experience maturity assessment.

  • Customer research & feedback techniques

  • Customer journey mapping skills

  • Personal Leadership assessment

  • Supplier alignment checklist

  • Performance measurement indicators

  • Customer Experience strategy presentation skills

The Course

How is the course delivered?

The Customer Experience in Real Estate - Future Leaders Programme is an online course spread over 5 weeks with 4-8hrs guided learning per week. Two additional live units + site visit will be available later in the year.

What will I take away from the course?

Inspiration from Customer Experience best practice from within and outside real estate today.

Ability to measure your organisation’s maturity in Customer Experience

Practical skills to lead a Customer Experience improvement project in your business

A certificate from UCL evidencing your attendance and CPD participation

What happens after the course?

By enrolling in the Customer Experience in Real Estate - Future Leaders Programme the knowledge you share and the connections you make won’t end with the duration of the course. You’ll be part of a pioneering alumni of property professionals with a customer mindset.

On completing the course you’ll receive a certificate of attendance from BREI UCL and have the opportunity to receive a year mentorship from C-suite level connections through the Experience Makers network.

You’ll also be invited to a network event held at the Bartlett Real Estate Institute to celebrate the Customer Experience in Real Estate - Future Leaders Programme and bring real estate companies, investors and customers together.

Fees & dates

Course fees

• £2249 + vat

• +£749 for units 7-8 + site visit

• 10% discount for Experience Makers members

Dates

Each unit runs from 9am-1pm:

• Week 1:

• (UCL reading week)

• Week 2:

• Week 3:

• Week 4:

• Week 5:

The new Customer Experience in Real Estate Programme is brought to you in collaboration with Experience Makers and the world-renowned UCL Bartlett Real Estate Institute. It has been developed with the active support of the UK’s leading real estate owners and managers. The Programme is open to anyone looking to broaden their understanding of the connection between real estate and customer experience, and who is eager to make change happen in the real estate industry.

For any enquires please;

visit: www.real-service.com
email: info@experiencemakers.com
call: