feeling
the brand
Situated at the corner of St James’s and Little St James’s Street in the heart of Westminster, the former members’ club building has been transformed into 100,000 sq ft of prime multioccupier workspace, with 10,000 sq ft of state-of-the-art amenities, wellness facilities and rooftop terrace.
Specialism
CX Strategy
CX Consultancy
Recruitment
Training
Onboarding
Sector
CX Strategy
CX Consultancy
Recruitment
Training
Onboarding
To establish a truly premium offer, we began by running a series of workshops to better understand and define the brand. This resulted in the development of the building identity strategy that lives across all touch points. To ensure everyone who visits the destination feels the brand, our strategy extended into a bold experience vision that defined all aspects of how people should experience 78 St James’s street. Our meticulous approach included a comprehensive CX audit, customer journey mapping and voice of the customer work, to deliver solutions and recommendations for every element of the building including front of house, wellness and service partners.
The customer experience and community strategy was developed by Bewonder*, with a hybrid community manager overseeing a seamless end-to-end execution, backed by the various experts within the agency.