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Stephen Spencer Associates
Do you know what your customer experience is costing you?
Achieving Viability for Visitor Attractions
Our Mission is Achieving viability for Visitor Attractions.
True viability means delivering plans that are practical, sustainable and which support commercial growth.
Our approach is rooted in what we call “Ambience Architecture”: our distinctive methodology for transforming the visitor journey, deepening engagement and unlocking commercial potential.
A study by Rockefeller University in New York suggested that customers remember 5% of what we see, 2% of what we hear, 35% of what we smell, 1% of what we touch and 15% of what we taste. In our view there’s a sixth sense: the feeling created when every touchpoint of the experience works together to deliver the brand promise.
Ambience Architecture brings this thinking to life across the Visitor Journey, helping clients understand how each touchpoint can strengthen their proposition, create greater engagement and maximise commercial opportunity.
Our Associates have all had responsibility for doing just that across visitor destinations and attractions. We pride ourselves on identifying not just the right solution for you, but also how to get it implemented in your organisation, whatever the dynamics and challenges you face. Our focus is to deliver practical solutions that improve the visitor experience, strengthen commercial performance and deliver long-term viability.
