The Architects of Ambience

 

At Stephen Spencer + Associates (SS+A), we are architects of ambience, innovators of experience, and partners in your journey to redefine customer interaction. With a foundation built on decades of expertise in the cultural, retail, leisure, and tourism sectors, SS+A empowers organisations to create engaging and sustainable customer experiences that resonate deeply with visitors and customers alike.

What Sets SS+A Apart?

SS+A was founded during the cultural retail revolution of the early 1990s and has since grown into a leading consultancy that helps organisations adapt and thrive in an ever-changing market landscape. At the core of our philosophy is the belief that humanity should be at the heart of customer experience design. This means creating environments that not only engage but also connect on an emotional level, ensuring every interaction is meaningful and memorable.

Our approach is grounded in a few key principles:

Commercial Sustainability: We focus on creating profitable touchpoints and enhancing operational efficiency to ensure long-term viability for our clients.
Customer Engagement: By designing experiences that are both sensory-rich and emotionally compelling, we deepen customer loyalty and foster repeat visits.
Innovation and Excellence: We stay at the forefront of innovation, continuously refining our methods to offer the highest quality service, regardless of budget constraints.

Broad Expertise Across Sectors

While SS+A is well-known for its work in retail, our expertise extends far beyond. We work with a diverse range of clients across the cultural, heritage, and destination sectors. Our goal is to help any organisation, whether a museum, a visitor attraction, or a retail destination, achieve commercial sustainability by enhancing the overall customer experience.

Our services are comprehensive and tailored to each client's unique needs:

Customer Experience and Visitor Flow: We design seamless visitor journeys that maximise engagement from the moment of arrival to departure.

Operational Excellence: From developing efficient operational processes to training staff in customer service excellence, we ensure that every aspect of your business contributes to a cohesive experience.

Financial Growth Strategies: We provide strategic advice on pricing, e-commerce, and profitability to help organisations maximise their revenue potential.

Ambience and Environment Design: Our expertise in sensory marketing helps clients create environments that are not only functional but also evoke the desired emotional responses from their visitors.
 

Don’t just take our word for it…

Our clients' success stories speak volumes about the impact of our work. Here’s what some of them have to say:

Freda Newton MBE, Managing Director, An Talla and Loch Ness by Jacobite

“Stephen played a pivotal role in helping us develop An Talla from an idea to reality. He facilitated the journey of looking closely at what could make our brand unique, who were the customers who would love it, how we fit in alongside the competition, and how we deliver the brand proposition throughout the customer journey.

Above all, his extensive knowledge and experience of developing successful niche and premium retail experiences gave us the confidence to turn the dream into a business that people love. Stephen Spencer + Associates offers an impressive breadth of experience and I'd be delighted to work with Stephen and his team again in the future.” 

 

Emma Andrews, Delivery Lead, Heritage & Culture, Warwickshire County Council

“After a major refurbishment, Market Hall Museum offered a great experience and a popular cafe, while our retail, although small and perfectly-formed, lacked impact. Stephen worked creatively and collaboratively with our team to help us reimagine what the total experience could be, enabling us to become a cultural destination and increase engagement,  repeat visitation, and revenue. 

He helped us see the concept through to implementation, advising on everything from range development, product marketing and sales, to  sourcing a suitable shop designer and fitter. It's been a pleasure working with Stephen and we would happily recommend his services.”

 

Rebecca Howarth, Sales and Marketing Manager, Darlington Hippodrome

“Stephen, John and Catrina are a pleasure to work with. They bring to the table a great wealth of knowledge and experience from high-profile visitor attractions, but don’t apply a cookie-cutter approach. In order to deliver their incisive recommendations they took time to understand our business model, our building, our operations and staffing structures, our customer base, and what we were seeking to achieve.

Recommendations were delivered alongside a clear and structured path to implementation, and Stephen and his associates took time to talk this through with us and make sure we felt confident to proceed. We now have a clear, workable and measurable strategy to move forward with. We would not hesitate to recommend Stephen Spencer + Associates to other arts, culture and heritage organisations.”

 

The Ambience Playbook: Your Guide to Transformative Customer Experiences

To support businesses in creating these memorable experiences, SS+A has developed the Ambience Playbook. This comprehensive guide offers a wealth of insights into crafting sensory-rich environments that captivate and retain customers. Whether you are a cultural institution looking to enhance visitor engagement or a retail space aiming to boost sales, the Ambience Playbook provides actionable strategies tailored to your specific needs.

Embracing a Values-Driven Approach

At SS+A, we believe in the power of a values-driven approach to business. Our core values of Joy, Commerciality, Excellence, Affinity, Loyalty, Passion, Integrity, and Innovation guide everything we do. We strive to create environments that bring joy to customers, employees, and stakeholders alike, while also delivering tangible commercial results.

Ready to Transform Your Customer Experience?

Whether you’re at the beginning of your journey towards commercial sustainability or looking to refine your existing strategy, SS+A has the expertise and passion to help you succeed. With a focus on creating human-centric, engaging, and profitable experiences, we are committed to helping our clients achieve their full potential.

Download the Ambience Playbook today to start transforming your customer experience and see firsthand how SS+A can help your organisation thrive in a competitive market.