The winner of the Impact on Customer Experience Award goes to an organisation that proactively designs, manages, monitors and adapts their customer journey and sees both financial and brand affinity rewards through increased customer acquisition, retention and recommendations. The organisation has placed the responsibility for customer experience management as a coordinated effort. The FM played a vital role in the customer experience and used innovative tools, practices and measures to enhance the customer experience.


> Macro, Emirates Air Line

The Emirates Airline opening day

Macro won the contract to manage and run the entire operations of Emirate’s Air Line’s cable car, the first urban cable car in the UK, on behalf of Transport for London in 2012. This unique and unprecedented contract involved Mace Macro having to define new principals for operating and managing such a system, and help to create a profitable and growing mode of transport.

Macro’s ability to create a reliable and fully-managed service has seen the cable car become a huge success for London and Emirates, welcoming over eight million passengers so far and ranking as one of the best TfL modes of transport for customers and tourists. Macro did this by focusing on improving the customer experience as its primary goal by establishing a Guest Experience Team, who implemented a number of initiatives to challenge and promote the customer experience in real time.

This exemplary customer experience has contributed to an increasing number of customers and profit for the business year-on- year.

> Download BIFM Awards Impact on Customer Experience winner case study 2017

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