Agents of change: supporting superior service!

It’s a time of unbelievable challenges. The threat of trade wars, major power outages in Spain and Portugal, a long running cyber-attack on M&S, and a price war between British supermarkets which could lead to a ‘race to the bottom’. With so much upheaval and uncertainty in the markets, it’s hard for businesses to chart a course and stick to it.

But a recent article from the Institute of Customer Service got us talking here in the studio.

‘Prepare for the expected, manage the unexpected’

This was the title of the post, and it makes good sense. In essence, they’re calling for a ‘back to basics’ approach, reminding businesses to not forget that while future-proofing their defences against disruption, they must continue to invest in their reputation.

As customers, we’re more diverse and demanding than ever before. And regardless of what else is going on in the world, how businesses care for their customers has a direct impact on the bottom line.

The annual UKCSI (UK Customer Satisfaction Index) confirms this fact, proving that performance and profit increase as Customer Satisfaction levels rise. In fact, 21% of customers polled in 2025 said they had increased their spend with an organisation as a result of the service they received.

As retail and hospitality interior designers we can’t control the quality of training and levels of customer service our clients commit to. But we do make it our mission to design spaces that will support superior customer service experiences.

We think of ourselves as their secret weapon because after years of working for retailers and hospitality operators, we’ve shown that we are ‘agents of change’. The investment our clients make in great interior design has proved time and again to deliver improved commercial results.

Lister Horsfall, Halifax

However, great interior design doesn’t happen in isolation - it’s built on trust, collaboration, and a shared ambition to put customers at the heart of the process. And that’s just how we were able to support Lister Horsfall develop their new jewellery and watch showroom. From the earliest design conversations to the final reveal, we partnered closely with them to create a space that honours their multi-generational heritage while offering a fresh, luxurious retail experience for its customers.

As CEO Nick Horsfall puts it:

“This project was an incredible opportunity to completely reimagine our showroom. Innovare played a pivotal role, challenging us on our early design choices and guiding us through every stage. The result has exceeded our expectations, and we are delighted to share in the reactions of our loyal clients and the experience we can now offer.”

You can read more about this luxury retail project here