I’ve wanted to share my Customer Experience philosophy, and in particular how I learned it through a series of adventures in retail, for many years. I’m delighted to have had the opportunity to do so in a recent interview with Museums + Heritage Advisor magazine, which you can read here.
My newsletter this month was updated – literally a “Stop Press” moment – to reflect the incredible story of Leicester City’s achievement in winning the English Premier League. Pretty magnanimous of me, I feel, as a Spurs fan for most of my life!
Leicester’s story, and as importantly, their brand of lightning-fast, counter-attacking football, have captured the nation’s imagination, and in doing so, perfectly reflect the attributes of a POSITIVE Customer Experience…
During my tenure as Head of Retail for the Royal Collection, I was fortunate enough to spend quality time with the late Deborah, Duchess of Devonshire, who, with her husband, Andrew, the 11th Duke, set the standard for historic houses open to the public.
The youngest of the legendary Mitford sisters, “Debo”, as she was known, was a visionary with an eye for detail, a passion for quality and the most wonderful sense of humour. “To me, the most fascinating part of retailing,” she once said, “is seeing what people want, and to be able to up the taste a bit, instead of dumbing it down.” She also said that Beatrix Potter’s “The Tale of Ginger & Pickles”, concerning the failure of a dog and a cat to run a village shop on unlimited credit, was “The best book on retailing ever written.”
This year, Christmas at Chatsworth (“with Mr Toad”) owes much to Debo’s philosophy.