McArthurGlen Designer Outlets Partners With Leading Retail Customer Experience Management Firm SMG
Summary
With a single-minded focus on its customers, McArthurGlen operates destination shopping centres with contemporary dining and entertainment offerings that attract more than 90 million local and international visitors annually. The organisation is using location-level feedback to identify key satisfaction drivers specific to each shopping centre and shape strategic action plans aimed at improving the guest experience. The company currently manages 25 designer outlets in ten countries: Austria, Belgium, Canada, France, Germany, Greece, Italy, the Netherlands, Spain and the UK delivering total portfolio revenues of over 4.5 billion euros a year. In 2013, McArthurGlen became a joint venture between the Kaempfer Partners and Simon Property Group Co. (NYSE SPG), a global leader in the ownership of premier shopping, dining, entertainment and mixed-use destinations. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyse, and share feedback and behavioural data across the enterprise.