Mariyó Bravo, Project Director at Mallplaza, thinks that maintaining the wow effect on customers and getting to personalize the experience are the biggest challenges for real estate companies. “To maintain consumer loyalty we must first get to know them, recognize them, pamper them and make their stay easy”.

• First of all, assess the current panorama…

Shopping malls are a kind of city center, attracting citizens and as such are in continuous movement. Currently, I see a transformation that necessarily has to go hand in hand with technology. The present is extremely exciting.

• How are you living it? What is the biggest problem or weakness that a shopping center has to face?

In my opinion maintaining the wow effect on customers and getting to personalize the experience are the biggest challenges for real estate companies.

• What role does technology play? How does it help a mall in the current situation?

Technology is a “must”, it is the tool that makes our lives easier, we must incorporate it and take advantage of it, otherwise we are living in the past. Nowadays, new or different things are being taken faster and faster, as in the case of technology, but sometimes it seems that in retail, we do not manage to integrate all the channels.

Technology is a “must”, it is the tool that makes our lives easier, we must incorporate it and take advantage of it, otherwise we are living in the past

• How do you achieve customer loyalty today? What do you think this customer is looking for?

I am convinced that emotions stimulate loyalty, therefore I believe that in order to maintain consumer loyalty we must first get to know them, recognize them, pamper them and make their stay easy.

• How can we offer them an optimal experience? Are you optimistic about the future of the sector? What do you think the mall of the future will be like?

Totally optimistic!!! now more than ever I feel that there are new mixes and very interesting alliances, the mall of the future should be connected, sustainable, and full of emotions, if we add to all this the technological tools, the future experiences should be delightful for our clients.

• What do you think about our Flame analytics tool?

I have confidence in Flame Analytics is more than a tool, it provides us with insights in a subtle and unobtrusive way, it should be part of the integral service provided by shopping malls to reach our clients in a more accurate way. There is even data for continuous improvement in more than one area of work!!