25 Years; 30 Million Customers

Customer Experience isn’t simply the quality and arrangement of assets. It’s their orchestration”.

I help organisations orchestrate their assets so that everyone and everything plays to their full potential.

“How could you have a soccer team if all were goalkeepers? How would it be an orchestra if all were French horns?” – Desmond Tutu

Do you know what additional revenue your Customer Experience could generate?

In 1993, Her Majesty Queen Elizabeth II wanted a unique experience in Buckingham Palace. It was the first time the palace had ever opened as a visitor attraction, and I led a small team in the creation of a beautiful collection of bespoke products, displayed with ingenuity in the confined space of a small temporary building.

After the opening weekend, the shop was all over the national news, creating TV and press headlines. After one week, we had to move the shop to a bigger space – five times the size. After our first season, we had more than quadrupled our budget. And, in our second season, the shop generated revenue over £4m, in just 8 weeks… £6m profit in 5 seasons (just 40 weeks). We changed the face of museum gift shop retailing.

The simple lesson was this: to create POSITIVE results you have to be able to see the potential and create a system for effective implementation.

I help organisations to do just that.

Results Achieved for Past Clients

The National Trust for Scotland: increased commercial profit by 3x, reaching £1.5m on turnover of £10M in 2004

London 2012 Olympic Games (Emirates Air Line cable car): created an infrastructure that served over 30,000 people per day, rating Best Passenger Experience in London

York’s CHOCOLATE Story: a £60k investment turned around this £2m attraction – TripAdvisor rating from 3.5-4.5, via a more coherent experience and engaged team

In summary: Stephen does not cut corners. He builds a business strategy in blocks, putting in a good foundation, the end product being only as good as the parts. He enjoys making things happen and does it with humour, energy, and clear directional thinking. A potent force.”

CONTACT STEPHEN TODAY: Call +44 (0) 7921 812253 or click here to send an email.