A manual for bringing the ISPT brand to life in our retail portfolio, to build connections with our customers.

THE ISPT RETAIL MANIFESTO

V2 January 2017

“The ISPT Retail Services team is charged with communicating our Manifesto to our customers and partners. Our story and the elements that make up our brand have been written with a message showing our value for our customers.

The ISPT team and our Business Partners should go forward with a consistent and aligned approach to how we communicate our value. Together we will deliver a great experience for our customers and communities.

We have a long track record for delivering sustainable investment returns and collaborating with our partners. Please reach out to me with your ideas to build on our success.”

Sam Curry General Manager, Retail Services

Our manifesto is a declaration of our intent, our purpose, and a manual for the Retail Services team and our Business Partners. It should encourage engagement and connections with our customers, with each other, and give us all a platform to speak with a collective voice. Along with our ISPT Brand Book, this manual will enable you to bring our mission and beliefs to life in your day-to-day work. When you engage with our stakeholders, apply what you’ve learned through this manual.

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OUR MISSION - WHAT WE ARE HERE TO DOOutstanding experience, better outcomes.

Through superior investment strategy and a focus on partnership and service, the ISPT Retail Services team is dedicated to providing a shopping experience that drives sustainable returns and growth for our Investors and customers.

T H E B E H AV I O U R S T H AT D E F I N E T H E R E TA I L T E A M

I S P T VA L U E S T H AT U N D E R P I N O U R M I S S I O N

Safety is a priority in everything we do.

Dynamic, superior investment planning

process in place supported by strong

execution capabilities.

Consistent delivery on financial and

operational risk and value creation targets.

Engaged and high performing Retail

Services Team.

Embedded ‘end to end’ customer

service culture, with quality customer

conversations.

Committed to acting socially responsible in all we do.

Seamlessly integrated with ISPT broader business to deliver

retail services.

Driving insights and efficiencies in service

delivery.

A provider of places with meaning for

customers, shoppers, community and the

environment.

Creating value through partnerships and

innovation.

P E R F O R M A N C E D R I V E N :

Being focussed and delivering a

positive outcome

A L I G N E D : We can’t win

if our partners lose

R E S P O N S I B I L I T Y: Consideration of social and

environmental impacts

T R A N S PA R E N C Y: Accountable and

ethical in our business dealings

V I S I O N A R Y: Looking ahead and

planning for the future

S A F E T Y F I R S T: For everyone

A C U M E N : Creative solutions delivering value

M I S S I O N :

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OUR STORYThe customer manifesto below tells our retail specific story. It underpins why we’re here, what we want to achieve, and how it makes us more relatable to our customers. It can be shared with our customers through physical documents such as leasing materials, presentations and extracts inserted into conversations.

At ISPT we create places that have meaning, for our customers and communities. Places where people can socialise, relax and shop. Places that reflect and amplify the interests and activities of the area they operate in, and help those regions grow and thrive. Our commitment to growth is realised by fostering partnerships with our customers, based on mutual goals and respect. We take the time to understand their business and needs, and how they define success.

Whether ‘success’ is driving footfall, converting sales and revenue, efficient operations, or customer satisfaction, by aligning our ambitions and moving forward together, we can collectively prosper.

Delivering on your goals requires strategic property and community investment, coupled with progressive design and development initiatives. When it comes to our property, we pride ourselves on doing the basics well, and add value through solutions that provide comfort, convenience and delight for your shoppers. Because if our place doesn’t give value to your customer, we can’t give value to you.

Can be shared with our retail customers.

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CREATING PERCEPTION THROUGH OUR BRAND

R E TA I L B R A N D E S S E N C E

Distilled, the single-minded proposition and message that we want every piece of communications and experience to convey is:

Places with meaning.

The way we consistently and collectively express our brand essence and beliefs through our communication and behaviour defines our brand experience. It will help our customers relate to us, building trust in our brand, and emphasising our position in the market.

T H E S I N G L E M I N D E D P R O P O S I T I O N

B R I N G I N G T H E I S P T B R A N D TO L I F E

What makes us different, and sets us apart, is our outstanding commitment to:

Property that performs, committed partnerships and meaningful connections. O U R B R A N D

P E R S O N A L I T YBRING YOUR BELIEFS, PERSONALITY AND CONVICTION. WHEN WE COMMUNICATE WE ARE:

WE DO WHAT WE SAY WE WILL. HOW WE ACT.

We are known to be: Responsible, Genuine and Empathetic.

And we are increasingly: Confident, Collaborative, Versatile and Decisive.

Clear, concise and convey our expertise.

Responsible showing diligence and care.

Personable and plain, we communicate for our audiences and not ourselves.

We listen and are risk aware.

With integrity, energy and efficiency.

We think differently and care about the future.

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OUR BELIEF SYSTEMWhat we stand for, and believe in. These principles will guide us, and allow us to create a deeper level of connection and engagement with our customers. We will achieve our Mission by consistently applying these to our day-to-day behaviour and actions.

S H O W I N G C O M M I T M E N T

D O N E A N D D O N E W E L L

C U LT I VAT I N G A S H A R E D F U T U R E

P L A C E S A R E N ’ T D E F I N E D BY WA L L S

We believe in working towards the long game and partnering with our Stakeholders as they grow towards their vision. We seek to provide new and better solutions to the same problems, for collective success.

We believe people make a space a place. Great places are ones that empower people to come together.

R E TA I L P R O O F P O I N T S :

Reinvestment in three retail developments in Queen St Mall, Brisbane CBD raised the bar for retail shopping, sustainability, and amenity for shoppers.

After acquiring Bendigo Marketplace, ISPT invested more than $7 million in capital upgrades using local trades where possible.

R E TA I L P R O O F P O I N T S :

Turning around an underperforming retail centre and creating a highly successful Australian flagship for H&M at Melbourne’s GPO.

Investing in amenities to provide increased levels of comfort and convenience to our retail shoppers, such as toilets, parents’ room and food courts.

R E TA I L P R O O F P O I N T S :

Partnering with Coles through IRAPT.

Bringing first-to-region brands to Wagga Wagga Marketplace and Bendigo Marketplace.

Working with ALDI on their national expansion plans and embedding them into four centres.

R E TA I L P R O O F P O I N T S :

Collaboration with local artists and musicians saw the transformation of Brunswick’s Barkly Square laneway from a cold, disused space into a vibrant meeting place.

Fundraising for Wagga Wagga community initiatives and programmes by installing local street art murals inside the marketplace.

We believe the foundation for managing our properties is getting the basics right and taking responsibility for these. We are brave and challenge ourselves to provide a better experience.

We believe in investing in our people, our customers, our places and our service. We do what we say we will, and deliver every time.

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OUR CUSTOMER PURPOSEHow we deliver to our customers is just as important as what we deliver.

• Collaborating with our customers for shared success and taking the time to understand their business priorities • Providing a trusted, responsive and personable service• Delivering progressive and engaging experiences for our customers

ISPT show me they are committed to our partnership, and are flexible in helping my business succeed now and in the long term.

Being in an ISPT Centre gives us great brand exposure and equity with our shoppers.

ISPT make a point of understanding their customers, and their communities, to better plan for and deliver success.

ISPT understand the right mix of retailers and amenity to deliver shopping experiences that reflect the identities and diversity of the communities they operate for.

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At every touchpoint on their journey with us, we want our Retail customers to think:We create growth opportunities, foster relationships, and deliver confidence in ISPT as a long term partner, by:

Many people contribute to how our customers experience us. From our business partners through to the cleaning team.

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