'Customer Experience'

Winners

Date: 10/10/2016 15:48

Contact Us

Date: 30/08/2016 10:06

ACE Award entries are now open!

Date: 01/09/2016
Description:

 

It’s time for you to put your retail place to the test and let us know about the exceptional customer experience you provide and along with your outstanding staff who live and breathe this day in, day out!

This year, the entry process is simpler than ever with a super quick application form  (fewer questions) which means you’ll spend less time entering the awards!

We'd love applications from all retail places, including shopping centres and outlet malls.

 

Enter ...

Sustainability Sells: How Everyone Can Profit

Date: 05/07/2016
Description:

Health and wellbeing is the biggest social trend in the world, with a consumer market three times that of pharmaceuticals. 

Real estate is the world’s biggest asset class, with retail as the biggest portion of UK commercial real estate. What happens when these two mix?

That is the question BCSC will tackle in its exciting new research programme entitled “Sustainability Sells: How Everyone Can Profit.” 

Read more of this blog here

Do investors care about sustainability? Is CSR dead?

Date: 20/06/2016
Description:

 

The remit of sustainability has changed. For business, it bleeds into relationships with the natural environment, multiple facets of society and even, its relationship with itself. 

No longer a nice-to-have but more essentially acore business issue, this letter is recognitionthat embracing the opportunities of sustainable business can positively improve your bottom line and achieve long-term value...

Read the full blog by Samantha Sen, Policy Advisor here ...

BCSC supports Dementia Awareness Week

Date: 16/05/2016
Description:

Hundreds of thousands of families are touched by dementia every year and many people don't know where to turn. Dementia can be scary but you don’t have to face it alone

Dementia Awareness Week is a week to encourage anyone who is worried about dementia to confront their concerns and get in touch with Alzheimer's Society.

DementiaAwarenessWeek2016

Responsible Business Week | Business is a subsidiary of nature, not the other way round

Date: 25/04/2016
Description:

Sustainable places and business are the future.  

Responsible Business Week showed me just how far business has come to accounting for its relationship with the wider environment. But there is still a gulf in entirely articulating andquantifying the relationship between business,society and nature.

This is absolutely fine, it is a work in progress and a tough job to do. The social element in particular ...

Physical retail destinations need to rival Disney attractions | John Coyne, CEO

Date: 14/03/2016
Description:

I picked up earlier in the month that Peter VeashCEO of The BIO Agency has a view that ”the next 5 years will see amassive disruption in the high street shopping experience."...

 

Read the full CEO blog post here.

Thank you to all of the 2016 ACE Award Entrants!

Date: 11/03/2016
Description:

 

 

View the Winners Magazine here.

 

 

Are you interested in nominating your centre and staff for an Award?

Entries for the 2017 ACE Awards will open in September! 

Contact Stacey Marney for further information.

BCSC Reation: MPs failure to reform Sunday trading is farcical

Date: 09/03/2016
Description:

SNP’s block on reform is inconsistent given the flexibility North of the Border - Communities don’t exist on a single day of the week

BCSC is highly disappointed that MPs have failed to back the relaxation of Sunday trading legislation in Parliament.

 

Edward Cooke, Director of Policy and Public Affairs BCSC, said:

“This whole reform process has been farcical and the SNP blocking changes to a system driven by a desire to localise decision making is the cherry on ...

A building is not truly 'green' if it does not work for people | John Coyne, CEO

Date: 18/02/2016
Description:

It is amazing how interrelated so many activities are that we undertake within this world we occupy. Even more amazing is the impact of those various activities on and across our environment...

Read the full CEO blog post here.

Sainsbury's-Argos merger a nail in the coffin for struggling high streets? | John Coyne, CEO

Date: 05/02/2016
Description:

I read an analysis by a retail property agent that suggested that 245 Argos stores are less than half a mile from a Sainsbury’s store.

Yet Sainsbury’s rejects suggestions that the proposed merger would be another nail in the coffin of the struggling high street!

Read the full CEO blog post here.

Health, Wellbeing & Productivity in Retail | Report Release

Date: 02/02/2016
Description:

Money continues to be spent on improving the sustainability of stores...

...however these decisions are often taken in isolation from the primary mission of retail – namely, providing an experience that makes people want to come, stay and spend.  Some within the industry continue to buy, build and manage buildings that have little or no consideration for the people who work or shop within them.

 

Empowering retailers and the wider industry

BCSC ...

Retailers can improve customer experience & potentially increase profit through greener stores

Date: 02/02/2016
Description:

Retailers can improve the shopping experience for their customers and potentially increase their profits by providing greener, healthier stores, according to a major report from the World Green Building Council (WorldGBC).

The report, Health, Wellbeing and Productivity in Retail: The Impact of Green Buildings on People and Profit, says that although there is a surge in interest in health and wellbeing in the property sector, most retailers are currently missing a key opportunity to better ...

PRESS RELEASE | BCSC Calls for More Council Action to Support High Streets

Date: 12/11/2015
Description:

 

Local councils must do more to support their local high streets through initiatives such as free car parking during the critical Christmas trading period – according to the British Council of Shopping Centres (BCSC).

BCSC makes the call as figures released by the charity Business in the Community (BITC) suggest that the £9.4m ‘Healthy High Streets’ scheme, lunched a year ago and backed by leading retailers, has resulted in a 5% drop in the number of empty shop ...

NEW RELEASE

Date: 16/07/2015
Description:

 

Henry Dimbleby MBE to headline speaker programme 

 

The full speaker programme for BCSC 2015 in Manchester has been announced today with Co-founder of Leon Restaurants, The Sustainable Restaurant Association and recently launched London Union, Henry Dimbleby, kicking the conference off on 16 September.

Henry Dimbleby rose to fame by launching the Leon restaurant chain with John Vincent. In 2010, he co-founded The Sustainable Restaurant Association with a mission to put ...

Food's in Fashion Seminar - Post event round up

Date: 08/07/2015
Description:

On Thursday 17 June, we launched the first in the series of our Food’s in Fashion events. Over 100 delegates gathered at the British Library to hear from a line up of fantastic speakers including the BBC’S Great British Menu judge and restaurateur Oliver Peyton, Karen Forrester, CEO, TGI Friday’s UK, Jillian MacLean, MD, Drake & Morgan and more. Following a successful day and positive response to the event, we look forward to hosting the second in the series later this ...

New Judges Appointed to BCSC ACE Awards as 2015 Programme Launches

Date: 01/10/2014
Description:

NEWS RELEASE | 01 October 2014 

 

The annual BCSC ACE awards for customer service excellence launch with the appointment of two new judges to the panel. Charlotte Crawley of DTZ and Mia Hunt from Shopping Centre magazine have joined the now nine-strong panel, bringing new experience and insight to the awards that are entering their eleventh year.

 

Now produced in conjunction with Shopping Centre magazine, the ACE programme culminates in an awards ceremony held at the Shopping ...

Customer Comes First at BCSC ACE Awards

Date: 21/03/2014
Description:

2014 ACE Winners announced 

 

The retail property industry descended on Birmingham this evening to celebrate the best in customer service from around the country at the industry renowned BCSC ACE Awards. Overgate Shopping Centre in Dundee took the top spot and walked away with the coveted ‘Top ACE’ award at the Gala Dinner ceremony.

 

Launched by BCSC in 2006, the ACE Awards celebrate dedication, commitment and innovation in customer care. This year, comedian ...

The customer experience of town centres

Date: 14/03/2014
Description: The Customer Experience of Town Centres Cathy Hart Grazyna Stachow Mohammed Rafiq Angus Laing Loughborough University Leicestershire, UK Overview The UK’s shoppers have not yet deserted their local High Street. But once consumers no longer achieve what they want in town centre visits, its oft-predicted death is liable to become a self-fulfilling prophecy. The High Street is likely to survive only for as long as consumers enjoy the town centre customer experience. This is the stark message ...

ACE Awards | Winners Magazine 2015

Date: 01/04/2015
Description: 2015 ACE AWARDS Achieving Customer Excellence Celebrating the best in the industry... Achieving Customer Excellence 2015 Winners Proudly sponsored by: SECURITY WITH VISION ACE WINNERS Up to 40,000 sq m | The Howgate Shopping Centre | Falkirk 40,000 to 80,000 sq m | Gunwharf Quays | Portsmouth Over 80,000 sq m | Silverburn Shopping Centre | Glasgow Retail/ Shopping Park | Vangarde Shopping Park | York 2015 ACE AWARDS Achieving Customer Excellence TOP ACE WINNER 2015 ACE AWARDS Achieving ...

ACE Awards | Hints and Tips

Date: 01/02/2015
Description: Sponsored by: 2015 ACE AWARDS ‘HINTS & TIPS!’ What can you gain from entering the ACE Awards?       Benchmark performance with peers Great for team building and morale A ‘good news’ story for owners and potential tenants A great way to find out if the customer experience at your centre ranks among the best A chance to make a difference to the customer experience at low cost Centres that enter; effectively have a low-cost way of patting staff on the back and praising ...

ACE Awards | Awards Entry Guide

Date: 03/02/2015
Description: Sponsored Sponsored by:by: AWARD ENTRY GUIDE 2015 Sponsored by: Contents Background to ACE 1 ACE Award aims 1 2015 Key Dates 2 Entry Requirements ACE Centres ACE Stars 3 2015 Entry Fees 3 BCSC ACE Awards Presentation 4 Award Categories 4 Judging Process and Scoring Judges Judging – ACE Centres Judging – ACE Stars 5 How to Enter 6 Entry Support 6 Contact Us 6 Sponsored by: Welcome to the BCSC ACE Awards 2015 This is your guide to entering the BCSC ACE Awards 2015. Please read all the ...

Servicing areas for shopping centres 2013

Date: 04/10/2013
Description: Servicing Areas for Shopping Centres 2013 Servicing Areas for Shopping Centres 2013 Researched and written by: Alex Burton Peter Begbey Waterman Group Pickfords Wharf Clink Street London SE1 9DG www.watermangroup.com BCSC 1 Queen Anne’s Gate Westminster London SW1H 9BT www.bcsc.org.uk ISBN: 978 1 897958 60 5 © BCSC (British Council of Shopping Centres) 2013 Acknowledgements BCSC wishes to thank consultants at Waterman Group and the BCSC Technical Affairs Committee for their input and ...

Creating outstanding customer experience In shopping centres - a best practice guide 2012

Date: 11/09/2012
Description: BCSC Educational Trust, 1 Queen Anne’s Gate, Westminster, London, SW1H 9BT t: 0207 222 1122 e: trust@bcsc.org.uk w: www.bcsc.org.uk RealService, Kingsbridge House, 130 Marsh Road, Pinner, Middlesex, HA5 5LX t: 020 3393 9603 w: www.real-service.co.uk ISBN number: 1 897958 54 4 Creating outstanding customer experience in shopping centres A BEST PRACTICE GUIDE Creating outstanding customer experience in shopping centres A BEST PRACTICE GUIDE Creating outstanding customer experience in ...

Better towns centres at night: raising the standard and broadening the appeal 2010

Date: 01/04/2010
Description: better town centres at night RAISING THE STANDARD AND BROADENING THE APPEAL better town centres at night RAISING THE STANDARD AND BROADENING THE APPEAL BCSC, 1 Queen Anne’s Gate, Westminster, London SW1H 9BT t: 0207 227 4480 e: info@bcsc.org.uk www.bcsc.org.uk ISBN 978 1 897958 48 3 Designed and produced by www.in2.co.uk better town centres at night RAISING THE STANDARD AND BROADENING THE APPEAL Many town and city centres now operate for 18 hours, if not a full 24 hours. There has been a ...

BCSC Student Conference: In-Store Operations,

Date: 13/11/2014
Description: In- Store Operations- Centre Management Centre Management           Retail Trends and Predictions Retailer Engagement Understanding your Customer On Mall Retail Providing ‘Best in Class’ Customer Service Operations Great Leadership Speaking Out Community Engagement The Future The Changing Face of Retail 1983-1992 - Careful Consumption 1993-2002 - Careless Consumption 2003-2012 - Careful Consumption 2013- 2022 -Considered Consumption The Bricks ...

Working with Agencies Seminar: How Agencies Develop Campaigns

Date: 18/06/2014
Description: BCSC Seminar How Agencies Develop Campaigns We’re the UK’s most recommended promotional strategy and activation agency. We’ve been around for over 20 years, working with some of the world’s biggest brands. Everything starts with our BluePrint, combining consumer insight with creative innovation to deliver big ideas that impact across the whole path to purchase - in the home, in-store, in fact anywhere. We work with some of the world's leading (and best loved) brands, year in, year ...

Guidance note 45: providing 'entertainment’ in shopping

Date: 20/10/2005
Description: GUIDANCE NOTE No. 45 Providing ‘Entertainment’ in Shopping Licensing Act 2003 OCTOBER 2005 1 Introduction The provisions of the Licensing Act 2003 will have implications in managing shopping centres, retail and leisure parks where entertainment is provided and that entertainment falls within the definition of ‘regulated entertainment’. This note is intended to raise awareness of the Act to enable Shopping Centre Managers to consider the implications for entertainment provided within ...

BCSC ACE Awards 2016 - Sponsorship Opportunities

Date: 12/10/2015
Description: BCSC ACE Awards 2016: Sponsorship Packages Thursday 10 March 2016 The Hilton, Brighton ACE AWARDS Achieving Customer Excellence Brian Green | Sponsorship and Exhibition Sales Manager| brian.green@bcsc.org.uk | +44 (0)20 7227 3462 BCSC | Charter House | 13-15 Carteret Street | Westminster | London SW1H 9DJ T: +44 (0) 845 270 0775 | www.bcsc.org.uk 1 BCSC ACE Awards 2016 Thursday 10 March 2016 The Hilton, Brighton The ACE Awards aim to support and recognise centres that can truly achieve ...

Centre News | Winter 2015 | Issue 5

Date: 30/11/2015
Description: PURPLE APPLE MARKETING COMMITTEE SECURITY NOTICE IF MARKETING IS FROM MARS NIRSC STUDY TOUR 2015 SERCMA’S GATWICK AIRPORT VISIT FOOTFALL MONITOR CENTRE NEWS WINTER 2015 | ISSUE 5 Copyright © 2015 BCSC him with affection and respect. • “John was a true gentleman, always willing to help others and a keen advocate of all that was good within our industry. He will be greatly missed by all those who had the pleasure of working with or knowing him. I am sure you will join us in passing on ...

Health, Wellbeing & Productivity in Retail: The Impact of Green Buildings on People and Profit

Date: 01/02/2016
Description: HEALTH, WELLBEING & PRODUCTIVITY IN RETAIL: THE IMPACT OF GREEN BUILDINGS ON PEOPLE AND PROFIT FEBRUARY 2016 PROJECT LED BY: CAMPAIGN SPONSORS: This report is an output of WorldGBC’s Better Places for People campaign. It is the result of a task group process that has been led by the UK Green Building Council, drawing on leadership from member companies in the UK and on international leadership from a global retail group. The input and support of several other Green Building Councils has ...

ACE Awards Winners Magazine 2016

Date: 11/03/2016
Description: ACE AWARDS Achieving Customer Excellence ACE AWARDS Achieving Customer Excellence Celebrating the best in the industry... Achieving Customer Excellence 2016 Winners Headline Sponsor: ACE WINNERS ACE AWARDS Achieving Customer Excellence Up to 40,000 sq m | The Howgate Shopping Centre | Falkirk 40,000 to 80,000 sq m | Crystal Peaks Shopping Centre| Sheffield Over 80,000 sq m | Highcross | Leicester TOP ACE WINNER ACE AWARDS Achieving Customer Excellence THE HOWGATE SHOPPING CENTRE ACE STARS ...

ACE Awards 2017 - ACE Star Audit Example

Date: 02/09/2016
Description: ACE Awards Audit 2017 – ACE Star Question Answers (Scores) Staff name/description Were you acknowledged immediately? Was the staff member appropriately dressed? Did you get a friendly greeting? Did the staff member stop working and give you their full attention? Was eye contact established initially and then at various points during the interaction? Did the staff member ask any relevant questions? Did the staff member solve your problem or assist you accordingly? Did they go out of their ...

ACE Awards 2017 - Destination Audit Example

Date: 02/09/2016
Description: ACE Awards Audit 2017 – Destination Category Question Answers (Scores) Visit 1 Date Time Before Leaving Home Can I find the retail place's website via Google? Are opening hours clearly shown on the website? Is there a store directory on the website? Is there information on parking and prices? Is there a sat nav address for the car park(s)? Can I contact the retail place via their website? Is there information on the both the retail place’s and store events/offers? Is there information on ...

ACE Awards 2017 - Primary Centre Audit Example

Date: 02/09/2016
Description: ACE Awards Audit 2017 – Primary Centre Category Question Answers (Scores) Visit 1 Date Time Before Leaving Home Can I find the retail place's website via Google? Are opening hours clearly shown on the website? Is there a store directory on the website? Is there information on parking and prices? Is there a sat nav address for the car park(s)? Can I contact the retail place via their website? Is there information on the both the retail place and store events? Is there information on how to ...

ACE Awards 2017 - Community Audit Example

Date: 02/09/2016
Description: ACE Awards Audit 2017 – Community Category Question Answers (Scores) Visit 1 Date Time Before Leaving Home Can I find the retail place's website via Google? Are opening hours clearly shown on the website? Is there a store directory on the website? Is there information on parking and prices? Is there a sat nav address for the car park(s)? Can I contact the retail place via their website? Is there information on the both the retail place and store events? Is there information on how to get ...

ACE Awards 2017 - Retail Park Audit Example

Date: 02/09/2016
Description: ACE Awards Audit 2017 – Retail Park Category Question Answers (Scores) Visit 1 Date Time Before Leaving Home Can I find the retail place's website via Google? Are opening hours clearly shown on the website? Is there a store directory on the website? Is there information on parking and prices? Is there a sat nav address for the car park(s)? Can I contact the retail place via their website? Is there information on the both the retail place and store events? Is there information on how to get ...

Philip Bier Tiger Interview

Date: 17/02/2017
Description: You hate shops and shopping but you’re going to be fantastic at it. Sushi Lunchtime traffic is building in Charlotte Street, London. I’m in a buzzing Japanese restaurant serving robatayaki. Look it up. I had to. I’m surrounded by trendy ad and music peeps including Mel and Sue, with whom I perceive to be their agent. I’m unusually (for me) very early. Well, I muse, given I’m about to interview a retailer who’s fast becoming a legend it would be rude not to. Then there is the ...