How mall giant Westfield flipped on customer centricity

Previously shopping mall giants Westfield focused only on its retail tenants, but by re-orienting around local communities and shoppers, the company has been able to create better customer experiences.

Operating under the Westfield brand in Australia and New Zealand, Scentre Group Limited has a portfolio of retail real estate assets valued at $54.2 billion and shopping centre ownership interests worth $39.1 billion.

Within this, there are 41 Westfield “living centres”, what were previously known as as shopping centres.

The name change for the bricks-and-mortar element of the Westfield offering is part of a larger organisation-wide shift the business has undergone in recent years, a shift which has seen the focus move from retail tenants to consumers.

Scentre Group’s Head of Content and Programming, Bronwyn Cooper, told Mumbrella’s...

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