Shopping Center Goals

Shopping Center Goals

2020-2021

Poll

Did we achieve to manage customer experience & building new traffic?

• YES (We achieved both)

• NO (Neither)

Multiple Select

Who is our Client?

• TENANT

• SHOPPER

• SPONSOR

Multiple Select

What is Customer Experience ?

• Amenities (Valet Parking, Customer Service, Play Area)

• Social Media Experience

• Informed and helpful Security Officers

• Marketing Programs and Events

Did we achieve our Goals of managing customer experience.

• Ensure high customer contact departments are properly staffed and trained to attend shopper needs.

• Do we have a defined service culture and do we all share one philosophy.

• Define our client. Who is our client?

• Did we launched a service campaign with our employees (MOSJ, Store Employees.

Multiple Choice

Do we monitor social media and respond to the customer feedback & inquiries?

• yes

• no

Multiple Select

Did we achieve revenue goals?

• Perform below budget expense levels.

• Are finding ways to reduce energy cost and deliver quality execution on all energy savings projects

• Are we reviewing energy consumption reports monthly and identifying ways to reduce utility usage

• Are we exceeding the Center Revenue Budget

• GOAL 2021 Grow Local Sponsorship

Open Ended

How can you contribute to sponsorship opportunity ideas to help grow the Shopping Center Revenue. Each member of the team please take a moment to write ideas for sponsors and revenues.

Open Ended

How can we grow Advertising Inventory? Doors, Elevators, Escalators. Name places we haven't thought of that could be monetized? How do we create new revenue streams? Share ideas

Multiple Select

Revenue streams. Did we achieved our Goal of growing our revenue in 2020?

• New Tenants

• Temporary Tenants

• Kiosks and RMus

• Sponsors and TMM

Poll

Are we managing our expenses closely. Looking at the GL, control spending.

• yes

• no

Open Ended

Do you have ideas to control costs? Please share.

Open Ended

How could we grow storage revenue. Could you name those tenants that you think might use a storage?

Open Ended

Your participation is completely confidential. What could Directors and Managers do to be better leaders and support the team better? Please share

Open Ended

Do we have ideas to better establish goals and expectations with our vendors. How is our communication with our vendors? Are we getting the most out of those agreements? Please share

Do we listen to the staff for feedback

• how could we receive more feedback from the staff on the field

• should we establish a feedback process to share more field/floor information

• to we take the feedback we receive and take steps to improve.

Open Ended

How could we better support our tenants and help them achieve sales goals?

Poll

Do you think we have achieved our Security Goals? Perception and Reality

• Yes

• No

Open Ended

PERFORMANCE: Are we performing? How do you think we could perform better? WHAT ARE WE MISSING?

Open Ended

What do you need from management and supervisors to perform successfully? Answers are completely confidential.

Open Ended

Regarding Professional Development: please share any tools you wish to receive or learn for your own Professional Development.

Open Ended

Are we working as a Team? What are we missing? Please share

Multiple Choice

Do we work with tenants to address inquiries and complaints as needed?

• yes

• no

How can we educate our tenants to avoid complaints ?

Educate, Survey, Tenant Meetings

Multiple Select

Building Traffic in 2021  : How do we build the right traffic? 

• Tourism Traffic

• Events and Promotions

• Key Club & Affluent Customer

• How to grow our customer base? 

Open Ended

Ideas to build traffic to our restaurants

How do we grow revenue? DID WE ACHIEVED OUR 2020 GOAL?

• Sponsorship & TMM

• Paking Lot and Outdoor Events

Poll

Do you understand our Goals as a Team?

• yes

• no

Multiple Select

Summary of Goals. Voice which one we are missing that we have discussed today. Should we add any additional goals. Lets discuss.

• Grow Revenue

• Control Expenses

• Service our Customers

• Build traffic and sales

• Safe, Clean and Well Maintain Facility

Open Ended

1) Share if you felt the excercise gives you perspective on how we contribute to the success of The Mall of San Juan. Do you feel positive about this exercise? Do you feel it is a waste of time.

2) Share any ideas you have that you haven't had the chance to discuss during the exercise.

Poll

Are you a Taubman Employee

• yes

• no

Multiple Select

You are a member of which department?

• Facilities

• Marketing

• Leasing

• Administration

• Not a Taubman Employee

Open Ended

Please name your top goals for your Department in 2021. At least 5

THANK YOU!