Week 12: The Tenant Experience Flywheel – From Data to Delight
Welcome to Week 12 of our 52-week series exploring how data and digital infrastructure can unlock value in commercial real estate.
I’m Bill Douglas, CEO of OpticWise and co-author of Peak Property Performance. This series shares actionable insights for owners looking to improve NOI, tenant retention, and long-term asset performance.
Over the past few weeks, we’ve focused on connectivity, interoperability, and system flow. This week, we shift to the human side of digital infrastructure—because at the end of the day, tenants don’t lease square footage. They lease experience.
Experience is no longer a luxury; it’s an economic driver. The buildings that retain tenants the longest—and attract the best ones—are those that deliver seamless, responsive, tech-enabled environments. This isn’t just a hospitality play. It’s the flywheel effect of great data and digital infrastructure.
Here’s how it works:
- Step 1: Intentional digital infrastructure enables real-time data collection (Wi-Fi usage, access patterns, occupancy, comfort levels, etc.).
- Step 2: That data informs service delivery—automated temperature adjustments, proactive maintenance, better amenity planning.
- Step 3: Tenants experience less friction, more satisfaction, and stay longer.
- Step 4: Retention drives NOI. And the cycle begins again, powered by data.
This flywheel isn’t possible without a foundation of digital visibility and control. And most portfolios don’t have it. They’re running blind—or worse, relying on third-party platforms that obscure the tenant relationship.
That’s why we developed the PPP Digital Infrastructure Review. It helps owners identify the breakdowns, gaps, and blind spots across their properties and transform them into seamless, smart, tenant-centric ecosystems.
When buildings are designed to learn from and respond to their occupants, experience improves. So does NOI.
That’s the tenant experience flywheel in motion.
If your buildings aren’t generating delight, they’re likely generating churn. But it doesn’t have to be that way.
Schedule your PPP Digital Infrastructure Review today at OpticWise.
Connect with Bill Douglas for more strategies on aligning experience with performance.
Order your copy of – Peak Property Performance – which was published in June 2025 and it is already officially a best-seller and #1 in several categories already. I have been working with Bill and Drew at OpticWise for some years and I fully endorse this masterpiece, it shows how CRE operators and owners can monetise the commercial asset in a very different way,
“Having worked with numerous proptech founders with a combined market cap of $1.86Bn, I know what excellent and transformational looks like! Take it from me: Bill has the definitive roadmap for optimizing commercial real estate assets by re-imagining the legacy business models that CRE owners, investors, and operators have been using for decades, which leaves so many dollars on the table. Digital infrastructure, data ownership, and how to provide the finest UX for tenants are just some of the topics covered.”
Andrew Stanton CEO Proptech-PR to order your copy of this please use this LINK.
Andrew Stanton CEO Proptech-PR
Andrew Stanton Founder & Editor of 'PROPTECH-X' where his insights, connections, analysis and commentary on proptech and real estate are based on writing 1.3M words annually. Plus meeting 1,000 Proptech founders, critiquing 400 decks and having had 130 clients as CEO of 'PROPTECH-PR', a consultancy for Proptech founders seeking growth and exit strategies. He also acts as an advisory for major global real estate companies on sales, acquisitions, market positioning & operations. With 200K followers & readers, he is the 'Proptech Realestate Influencer.'
- Andrew Stantonhttps://proptech-x.com/author/andrew-stanton/
- Andrew Stantonhttps://proptech-x.com/author/andrew-stanton/
- Andrew Stantonhttps://proptech-x.com/author/andrew-stanton/
- Andrew Stantonhttps://proptech-x.com/author/andrew-stanton/
