Customer Experience

I am a self confessed customer service fanatic. From being a little boy watching my mum shop, fascinated by her interactions with sales associates, I’ve always wondered - why is this interaction so important? How can 1 person, 1 touchpoint result in you staying in a store, or leaving? How do you create environments which are welcoming and inspiring? Most importantly, how do you build, lead and motivate teams to provide genuine, memorable experiences that you want to return to? 

In today’s dynamic retail environment retailers are challenged on every front - in my roles with Jigsaw, TSAB and Mine For Now - I always ask the question ‘Are we good enough to get you to return?’ 

Through collaborating with architects, designers, buyers, marketers, ecom teams and most importantly, store teams and customers; I strive to answer this question whilst being mindful that you can never rest, stand still or take you customer for granted. 

My Customer Experience projects and partnerships include: launching Jigsaw USA’s clientele service with a focus on gratitude. Working with Boon & Gable and Bloomingdales to provide customers with a Jigsaw experience in their own home. Discovering how Jigsaw could reach our Chinese customer in a meaningful way with OnMyWay and trialling virtual try-ons with Drapr.

Most recently I have worked with the Founder of Mine For Now and their UX team on how a customer feels when they use the service. This on going and collaborative process between customers - both boutiques and individual clients - and the design team encompasses the aesthetic, tone of voice and customer journey throughout the site.