Experience, objectivity and creativity to help your organisation manage through the current crisis, and implement an effective recovery plan

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.

In these challenging times, Stephen offers experience, objectivity and creativity to help your organisation implement a recovery plan. Call +44 7921 812253 or email stephen@stephenspencerassociates.com to arrange an initial conversation. Assignments can be delivered remotely, as required.

Stephen Spencer has over 30 years’ experience in the management and development of built, natural and cultural heritage for the sustainable engagement and enjoyment of visitors.

As Head of Retail for the Royal Collection and a member of the team that opened Buckingham Palace to the public for the first time, he developed and implemented the ground-breaking Buckingham Palace Shop concept, which over five years raised over 16% of the total cost (£37m) of restoring Windsor Castle after the fire of 1992.

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.

Previously Stephen was Head of Retail at the Tower of London at the inception of Historic Royal Palaces, and subsequently, as Director of Marketing & Customer Services for the National Trust for Scotland he was instrumental in shifting that organisation’s focus from buildings to people, and trebling commercial revenues.

A graduate of the Disney Institute, and currently a visitor attractions quality assessor for VisitEngland, Stephen’s approach to the visitor experience combines strategic vision with attention to detail and is based on his commitment to successful and sustainable implementation.

Stephen is a Trustee of the Abbotsford Trust, which cares for Sir Walter Scott’s former home and estate in Melrose, Scottish Borders.

He is a Fellow of the Tourism Society and a member of the Giftware Association and of the Association for Cultural Enterprises.

Results Achieved for Past Clients

The National Trust for Scotland: increased commercial profit by a factor of three, reaching £1.5m on turnover of £10M

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 increased from 3.5-4.5, via a more coherent experience and engaged team

Stephen is the perfect leader of the business orchestra, whether the orchestra is a large company or a one (wo)man band. He is with you all the time in a non-intrusive way, pointing out things you missed or things you are weak at and deliberately wanted to avoid. Stephen knows all about customer experience and uses that knowledge to drive you through your marketing plans, towards your business goals.”

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