LEADERS OF LUXURY


‘Brexit is affecting the well-off too’ ºƂ Ì v ÕÀ ViÌÃ >Ài


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Travel agents ‘can play a role in fixing broken Britain’


Travel agents can help fix a “divided” and “broken” Britain, according to John Lewis’s customer experience director. Peter Cross said retailers such as agents


have the ability to foster a sense of com- munity in high streets around the country. “There is a shiny future for the high


street if its purpose is reinvented – and what that probably means is connectivity and identity,” he said. Speaking at the conference in June, he


said: “We [in Britain] are struggling with our identity and who we are – we’re a bit divided and broken. “But people will search for their sense


of place in the community as a response to that, and the town is likely to be one of those places to find human connection. “High streets, which have some


brilliant retailers, can do that. And rather than speak about ‘this is our shop’ and ‘this is our sector’ they need to say ‘what is


PETER CROSS: ‘There’s a shiny future for the high street if its purpose is reinvented’


our role in the experience?’ Travel stores, which are amazing places, could be a real energiser in this space.” He explained how John Lewis


remodelled customer service in its 51 UK stores, including giving some of its 17,000 customer-facing staff theatre training to give them more confidence, which he said was “alluring” to customers. “If I’m going to get off my sofa and


go to a shop, I need a rewarding, human connection,” he said. “I need something that makes me feel: ‘I could have done this online but I’m glad I didn’t.’”


iÝ«iÀiVið» Conrad Combrink


SVP expeditions and destination experiences, Silversea Cruises


º9Õ V> Ãii Ìi V>i}ià vÀ > L} V«>Þ LÞ ÛiÀ}i>À}  Ìi >VµÕÃÌð ÃÌ v


Ìi Ìi] V«>ià `½Ì `i v ÃÌ>ÀÛ>Ì LiV>ÕÃi ÌiÀi½Ã Ã ÕV V>Ã >Û>>Li Ì`>ÞÆ ÌiÞ `i v


`}iÃÌ°» Dillip Rajakarier


chief executive, Minor Hotels


ºƂÀÕ` {ä¯ Ì xä¯ v ÕÀ }ÀÕ«½Ã LÕÃiÃà Vià vÀ Ìi ÌÀ>Ûi ÌÀ>`i° />Ì à LiV>ÕÃi


Ìi iÝ«iÀÌà  ÕÝÕÀÞ >VÌÕ>Þ ÛiÀÞ vÌi Ü ÕÀ ÃÕÌià >` ÕÀ


ÌÀ>Ã LiÌÌiÀ Ì> >Þi°» Roeland Vos


chief executive, Belmond Continues overpage i aspiretravelclub.co.uk SEPTEMBER 2019 ASPIRE 17 I HŻ


º/iÀi >à Ì Li > iVV LiiwÌ QvÀ Ìi `iÃÌ>ÌR] LÕÌ Ì >à Ì Ài> >ÕÌiÌV° 7i `½Ì


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Leaders of by


CREDITS: SARAH LUCY BROWN


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