About Stephen

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Stephen Spencer has worked for or with many of the UK’s most prestigious Retail, Tourism and Hospitality brands, including the Royal Collection, Historic Royal Palaces, the National Trust for Scotland, Hamleys, The O2 and the Science Museum Group.  He has led, developed and facilitated hundreds of profitable Customer Experiences, delighting over 30 million customers along the way!

Highlights include:

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Buckingham Palace

  • Assignment: Maximise revenue and profit in a limited space, limited development time and limited season (8 weeks)
  • Delivered: a unique retail experience concept, celebrated by customers and media alike; raising £6m over 5 seasons

Emirates Air Line Cable Car, London Docklands

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  • Assignment: combine eight diverse brands and cultures to create a world class passenger experience at the heart of London 2012
  • Delivered: Passenger Service Charter and training to create ‘Inspiring Journeys’; half a million passengers inspired and the accolade of best passenger experience in London

 

The National Trust for Scotland       VC Front

  • Assignment: maximise profit in a competitive environment, working with passionate conservation  professionals and volunteers
  • Delivered: create a “Conservation through Customers” mindset and premium commercial visitor experiences; increasing visitors, members and commercial profit from £0.5m – £1.5m

Dingwall, Highlands            dingwall-farmers-market

  • Assignment: help 50 Retail SMEs to compete with the dominance of nearby Inverness
  • Delivered: facilitate development and delivery of a clear proposition (‘The Market Town’); 50 small businesses collaborating, delivering events, festivals and quality service

York’s CHOCOLATE Story  kings-square-phase-one-complete

  • Assignment: turn around negative visitor feedback and value for money perception hampering a new visitor attraction
  • Delivered: review, restructure and relaunch a more coherent, engaging product; TripAdvisor reviews/ranking, guest feedback, propensity to recommend, all dramatically improved

Find out more about my Services here

Some of My Highlights:

Speaking–  from representing top class British  retail in the USA, to explaining tourism development opportunities in Central and Northern Europe

Training– from reinventing Customer Service training for Scottish tourism, to creating a world class passenger experience for London 2012

Consultancy– from creating inspirational retail propositions for independent visitor attractions, to leading a Portas-style High Street rejuvenation

Customer Experience Review– from putting a group of tourism Leaders in their Customers’ shoes, to co-founding the Pride & Passion  movement – inspiring a nation of hospitality businesses to deliver exceptional experiences

Coaching and Mentoring – from mentoring Leadership teams of one, to coaching a community, a castle and a cathedral

“I have learned more from him than any book I have read on marketing. Stephen brings a wealth of knowledge and experience to bear on any situation. He is also a great facilitator, able to bring the best out of any team or group no matter how disparate. Add to this a great sense of humour and you have the complete package!” – Erick Rainey, International Award Winning Motivational Speaker

CONTACT STEPHEN TODAY! Call +44 (0) 7921 812253 or use the form below: