Property management has long been associated with maintaining buildings, ensuring operations run smoothly and keeping facilities in top condition. Today, however, asset performance is shaped by how people move, interact and experience a place.
Recognising this shift, Knight Frank Malaysia has embraced a customer-first approach that extends beyond traditional property management. By combining operational excellence with personalised service, the company is creating experiences that build trust, relationships and deliver lasting value.
This commitment earned Knight Frank Property Management the CXP Best Customer Experience Award, recognising its efforts to transform customer service into a defining part of the property experience.
"In the last year, we have moved beyond just property management to adopt a more experience-led mindset. Our goal is to leave a lasting impression by managing people's needs and wellbeing, not just brick and mortar," said Kuruvilla Abraham, Managing Director at Knight Frank Property Management.
Putting people first
Delivering meaningful customer experiences starts with the people we meet every day.
Over the past year, the real estate company has invested heavily in developing its frontline Customer Relations Executives (CREs), equipping them with not only technical knowledge but also the confidence to engage customers proactively. Through classroom training and personalised coaching, CREs are encouraged to step away from the traditional service-counter model and actively assist occupants and visitors throughout the building.
"What led us to this transformation is that we wanted occupiers and visitors to know that our customer service is more than issuing access cards. We want our teams to assist customers with whatever they need while they are in the building," said Josh George, Manager, Marketing and Customer Experience.The company has also improved the professional identity of its customer-facing teams through consistent Knight Frank branding, creating a welcoming and approachable presence across its managed properties.
Listening has become equally important. QR code-enabled feedback stations positioned at customer service counters allow occupants to share their experiences instantly, providing valuable insights that help the company continuously refine its services.
Rather than relying on assumptions, the company combines real-time feedback with regular engagement activities to better understand changing expectations and continually refine its services.
Balancing personalisation with technology
While digital innovation continues to reshape customer expectations, Knight Frank believes technology should strengthen, not replace human interaction.
“Our philosophy has always been to put people first,” said Kuruvilla.
“Technology is our first responder for speed, but our people are the ultimate problem solvers for quality.”
Instead of directing customers through automated systems alone, Knight Frank ensures CREs remain visible at building receptions, providing immediate face-to-face assistance whenever needed.
This balance between technology and personal service extends across the company's digital ecosystem. Through its eConnexion loyalty platform, customers can communicate directly with service providers for home services such as cleaning, plumbing and pest control via a Direct Vendor Chat feature. Rather than navigating lengthy email chains or waiting on phone queues, users can obtain quotations, arrange appointments and receive service updates in real time.
The company has also introduced digital conveniences through its iKFPM mobile ecosystem, allowing customers to access building services, community benefits and essential information more efficiently.
By combining digital convenience with genuine human interaction, Knight Frank has consistently achieved good customer satisfaction scores across its managed properties—a reflection of its belief that technology works best when it enhances, rather than replaces, personal relationships.
Building communities that inspire trust
Knight Frank believes customer loyalty is earned not when everything goes smoothly, but when organisations respond effectively during moments that matter.
“Trust is not the absence of challenges, but the presence of exceptional solutions,” said Kuruvilla.
Beyond resolving day-to-day operational issues, the company's customer experience strategy is designed to strengthen communities and foster lasting relationships between property owners, tenants and residents.
This philosophy is reflected in initiatives that extend well beyond traditional property management. Its Shuttle Service improves daily commuting by bridging the "last-mile" journey for tenants, while Health & Wellness Days guided by the theme "We care for property, we care for you", bring health screenings, wellness activities and community engagement directly into managed buildings.
Knight Frank also integrates sustainability into the customer experience through its 100 Trees Programme, in which clients, tenants and residents come together to plant trees across its managed properties. More than an environmental initiative, the programme encourages shared ownership of the spaces people work and live in.
Looking ahead, Knight Frank expects customer experience to become even more collaborative. The company aims to involve tenants, residents and clients more actively in shaping future initiatives.
The CXP Best Customer Experience Award marks an important milestone in that journey.
“This recognition validates our core belief that customer experience is more than a complementary service within the property management industry; it is an essential one. Our aim has always been to “Wow” the customer every time they walk into our building, and this award is a testament to this. This award also enables us to convince our clients of the importance of a good customer experience and to give it equal importance as good property management of the building,” said Kuruvilla.
More importantly, it reinforces Knight Frank's belief that outstanding property management is no longer defined solely by well-maintained buildings, but by creating places where people genuinely enjoy being—places where every interaction leaves a lasting impression.
This series of Corporate Pioneers is in collaboration with CXP Best Customer Experience Awards.
The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.
