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Broadway Plaza Heightens Guest Experience

October 23, 2014
Walnut Creek, Calif. – October 23, 2014 – While Broadway Plaza is undergoing an extensive refresh, it is also focused on enhancing one of its core strengths: customer service.  By extending some of the center’s most popular guest services, and adding new technology, Broadway Plaza has in fact raised its level of guest service during critical phases of construction and redevelopment.
Complimentary Valet Parking
Valet parking is a perennial favorite among Broadway Plaza guests, and the center has increased this service dramatically during the past year.  Complimentary valet parking is available every day during the center’s refresh, at the valet podium located on Broadway Plaza Street near the promenade fountain.  Since the debut of the program in February, guests have used this service nearly 60,000 times, averaging 2,000 cars parked by the complimentary valet service each week.
Roving Ambassadors
While the center’s physical concierge area is being redesigned during the refresh, there are plenty of opportunities for shoppers to ask questions and receive help and guidance at Broadway Plaza whenever needed.  The newly introduced Roving Ambassadors program is a proactive way to provide guest services to shoppers when and where they need it.  Rather than waiting for guests to seek them out with questions or concerns, Broadway Plaza’s Roving Ambassadors travel throughout the center offering help, wayfinding and visibility to all shoppers.  Soon to be highly mobile on their new T3 Patroller electric standup vehicle, Roving Ambassadors are on property at Broadway Plaza to ensure every guest has an enjoyable experience.
New Text-based Concierge Service
Broadway Plaza also now offers a fast, fun and effective text-based concierge service for shoppers to ask nearly any question about the shopping center and beyond. Broadway Plaza launched the latest customer experience innovation earlier this year, and shoppers are finding it useful for an array of services.  From making dinner reservations, booking hair appointments or calling taxis, to coordinating wheelchair services or even assisting with locating specific stores and products, Broadway Plaza has responded to shoppers’ digital lifestyles through this new technology paired with personalized and timely guest service.
“With Broadway Plaza’s new text-based concierge service, we know our shoppers are texting with real people, who answer any question they have immediately, and they come in to tell us how wonderful the service is,” said Hamlet Medina, Store Manager of Sur La Table.
The program has proven especially useful as a tool to answer questions about the current redevelopment at Broadway Plaza. To date, the center has engaged in more than 200 conversations, sent/received more than 850 texts and have developed a steady base of repeat users.
“It’s always a top priority for us to deliver memorable and enjoyable guest experiences at Broadway Plaza, and that is certainly true as we are working to heighten the overall environment here at the property,” said Shelly Dress, senior property manager at Broadway Plaza.  “We’re using our new services to increase our engagement with our shoppers on a daily basis, and the feedback has been tremendous.”
About Updates at Broadway Plaza
Broadway Plaza is currently undergoing several significant upgrade projects, with new retail and center improvements opening in phases beginning in fall 2014 with the opening of the new South Broadway Parking Structure.  In an effort to maintain the charm and appeal of Broadway Plaza, the master plan for the 62-year old shopping center includes rebuilding the parking garages on South Broadway, the remodel of the buildings on the east side of the property between Macy’s and Nordstrom, the expansion of the Macy's for Women store, followed by the remodel of the Macy’s for Men’s store, and making improvements to traffic flow and pedestrian areas. 
The convenience and experience of guests is a high priority at Broadway Plaza.  Stores are open, plenty of parking is available, Broadway Plaza Street is open, and Roving Ambassadors are available throughout the property to ensure shoppers receive the service they are accustomed to and deserve. 
During construction, Broadway Plaza is offering complimentary valet parking seven days a week.  Customers can access this complimentary service at the valet podium located on Broadway Plaza Street near the promenade fountain. 
For more information about the Broadway Plaza Redevelopment project, visit
About Broadway Plaza
The beautiful and high-performing Broadway Plaza, an all-outdoor shopping destination in the heart of Walnut Creek, California, has been a magnet for outstanding retail in the East Bay for more than 60 years.  This lively downtown property is anchored by Neiman Marcus, Nordstrom and Macy’s, with an impressive list of restaurants and specialty shops including cutting-edge experiential retail brands Tesla and Inspirato. Broadway Plaza is currently undergoing a major update with new retail buildings, a new parking garage and enhanced public spaces.  The thoughtful expansion is designed to preserve the property’s exceptional appeal for shoppers and retailers. Updates will be completed in phases beginning fall 2014 through spring 2017. For the latest information, visit our website,, like us on Facebook and follow us on Twitter.