Harvey Nichols’ marketing boss on transforming the brand through a focus on customer experience

Harvey Nichols’ new nail bar is part of its renewed focus on customer experienceCustomer experience is at the heart of the Harvey Nichols brand. In consumer group Which?’s annual ranking of the best and worst high street shops for shopping experience, the luxury retailer jumped from 21st to third with a score of 79%, putting it on par with John Lewis and making it one of the most improved brands in the survey.
For Harvey Nichols’ marketing director that was recognition of the