Andrew Kerin Chief Executive Officer at Towne

I’ve written before about why arrival through departure experiences truly matter and the powerful effect they have on whether someone returns, recommends, and becomes loyal.

Exceptional experiences are the foundation of everything. They create smiles, joy and ultimately loyalty. They influence guests’ willingness to pay a premium. They generate positive reviews, referrals, and the kind of loyalty that can’t be bought. They enhance the promise our client’s brand stands for. And when they are delivered consistently and at scale, they move the financial metrics that matter most, revenue, profitability, and long-term asset value.

That is what the Power of WOW means to us at Towne. It’s service and experiences that deliver above and beyond the standard. Experiences that surprise and delight. It’s creating a smile in a moment someone didn’t expect. It’s exceeding client revenue and profitability commitments. And it’s creating frictionless technologies and solutions that are best in class and exceed expectations. It is the standard we hold ourselves to every single day, across every interaction, whether it’s delivered by one of our exceptional team members or through our technology solutions in every environment we serve.

So how do we deliver it? For us, it comes down to three core elements working together: our people, our expertise or operational standards and our technology. Each one capable of delivering WOW.

It Starts with Our People

WOW is a personal experience and for us, many times it starts with a personal interaction. A valet who remembers a returning guest’s name. A greeter who steadies a nervous patient at a hospital entrance. A parking ambassador who goes out of their way to make a visitor feel welcome on a campus they’ve never been to before.

When I visit a location and watch one of our team members in action, I’m always struck by how much a single interaction can set the tone for an entire experience. These aren’t peripheral moments. They are the representation of the brand promise

At Towne, we invest deeply in our people from day one, not just in training but in giving them the opportunity to learn, earn, and grow. When a team member advances into a leadership role and I hear about what that means for them and their family, that is WOW too. It’s the same philosophy inside and out: people who feel supported and valued deliver experiences that feel the same way.

Consistent Operating Excellence

Our standards and practices are what make that consistent. A shared definition of excellence, embedded in how we hire, train, and hold ourselves accountable every day, is what ensures the WOW our guests experience in Fort Lauderdale feels the same as the WOW in Dallas or Boston.

A standard operating playbook for each solution based on our “One Best Way” approach. Hospitality service experiences at the core with training enhanced by the Forbes Hospitality standard whether you work at a hotel, where it may be expected, a hospital, or another environment.

Across more than 200 million guest interactions annually, our teams deliver an average of 9.6/10 guest satisfaction score. Our clients have consistently rated us on average a 9.4/10 NPS (Towne, 2026). Those numbers are a reflection of our people and the standards we commit to.

Delivered Through Technology

Our technology delivers a WOW of its own.

A great seamless, frictionless technology experience is central to the power of WOW. That is why Nexity by Towne delivers a truly a best in class solution, with advanced technology for the future, reliability and the customer experience at its core.

Nexity is the industry’s only fully integrated solution bringing together parking access, payment, guidance, revenue optimization, and enforcement in a single cloud-based platform. Gates that auto-reset rather than going down. Ticketless, frictionless entry and exit so customers move freely. Real-time guidance that gets people to an open space without frustration. Convenient mobile payment options that remove friction at every step. When the technology works seamlessly, customers feel it. And that is a WOW experience.

The results speak for themselves. As an example, at a major university campus, Nexity by Towne delivered a 30% increase in revenue, a 58% reduction in monthly operating costs, and a payback period of just 70 days, all while eliminating the traffic bottlenecks and equipment failures that had frustrated students, faculty, and visitors for years (Towne, n.d.-b). That is WOW you can put on a balance sheet.

Why It Matters 

I’m proud of what we deliver every day. But a WOW you can measure means something specific at the business level, and I want to be direct about that.

It means better profitability. Higher revenue from parking assets that have historically been underleveraged. Lower operational costs through technology that reduces downtime, eliminates manual processes, and surfaces real-time data for smarter decisions. Tenants who renew because the experience of their building earns loyalty. Patients who return for follow-up appointments, leading to better health outcomes and lower readmission costs. Guests who come back and bring others. Clients who grow with us because the partnership shows up on their P&L and actively contributes to their NOI objectives.

What makes our approach distinctive is flexibility. We partner with clients where they are, whether that means a fully integrated solution across people and technology, a technology deployment into an existing operation, or a service model that evolves across their portfolio over time. We grow with them as their needs grow.

At Towne, exceptional experiences and measurable impact are not two separate things. They are the same thing. And we have built our entire operation, our people, our standards, and our technology, around proving that every single day.

I’d love to continue this conversation. How is your organization thinking about the connection between experience and financial performance?

References

Towne. (2026). A wow you can measure: Performance data. Towne. https://towne.com
Towne. (n.d.-a). DFW airport hotel sells unused parking spaces to maximize revenue. Towne. https://towne.com/dfw-airport-hotel-sells-unused-parking-spaces-to-maximize-revenue/
Towne. (n.d.-b). Transforming campus parking at USC. Towne. https://towne.com/transforming-campus-parking-at-usc/