About us

Purpose

We are The Architects of Ambience.

By putting humans at the heart of customer experience design, we enable commercial success and futureproof cultural and retail landscapes by carefully designing the structure of the customer experience.

Stephen Spencer + Associates is a customer experience consultancy dedicated to driving business growth in the cultural and retail sectors. SS+A charts its origins to the cultural retail revolution in the early 1990s, and a background working with, and learning from, the brightest stars and most prestigious brands in the retail, leisure, and tourism sectors.

We help organisations adapt and flourish in changing markets by innovating products, services, and experiences for evolving customer demands.

SS+A, as The Ambience Architects, enhance sustainability by helping organisations to be more purposeful, people-centric, and profitable.

Promise

Our promise to our customers – we will focus on the desired outcome and use our expertise and tools to add insights, added value and above all sustainable solutions. Our promise is underpinned by ROEE – Return on excellent experiences.

Think positive +

We create better and more profitable touchpoints for the customer
We extend the opportunity for the customer
We enable commercial sustainability by increasing profitability + viability
We deepen customers’ + visitors’ engagement with your brand
We enable you to spend money better, increasing your ROI
We maximise the benefits of both physical and digital in the most efficient way
We embed values that are vital for you, your customers, and our planet

Values

Stephen Spencer + Associates share a simple set of values, which we believe will underpin success in this new era, because they matter to customers:

Joy

The aim of every assignment ought to be to bring joy to the lives of customers, employees and stakeholders. This is how we build forward better.
Commerciality

In order to be sustainable every organisation must be viable. In every interaction there is the opportunity to maximise engagement and thereby, what we call ROEE (Return on Excellent Experiences).
Passion

Passion makes projects fly; cynicism makes them die. Our first job is to ignite the passion in every organisation’s purpose.
Excellence

Concept, delivery and operation must be excellent, always: of demonstrable highest possible quality, every time. Limited budget does not mean limited imagination!
Loyalty

The way to build a successful business is to build long-term relationships, celebrating talent and contribution, and maximising value by fulfilling potential. We think long-term and we help our clients to do likewise.