What happens when two lawyers abandon their careers to follow a bookish dream? Nic Bottomley and his wife Juliet found themselves in Seattle's Elliott Bay Book Company on the first day of their honeymoon in 2004, captivated by a bookshop "full of opinion" and passionate curation. That single visit sparked a revelation that would transform their lives and the bookselling landscape in the UK. Despite market research suggesting independent bookshops were fighting a losing battle against Amazon's rapid growth, the couple opened Mr B's Emporium in Bath in 2006. Within just two years, they'd claimed the title of Best Independent Bookshop in the UK, not by following conventional retail wisdom, but by prioritising genuine human connection and book enthusiasm above all else. Georgie Stayches chats with Nic about how they got started, what they have learnt along the way, what sets them apart from other retail, their Customer Experience focus and what it is about them that has seen them named in the Top Ten Book Shops in the world.To find out more about Mr B's Emporium, visit https://mrbsemporium.com/  Georgie Stayches, host of The Art & Heart of CX, brings a human lens to how businesses design Customer Experience (CX). She explores how every little detail impacts how a customer interprets, experiences and recalls a situation - from our senses to the built and natural environments - and how this can impact brand loyalty, word of mouth marketing and revenue.Each episode she invites a special guess from all works of life and industries to share what they consider the art and hear of CX.Want to hear more from Georgie? Her keynote presentations inspire audiences with real-world strategies to elevate CX, understand human behaviour and build lasting audience loyalty. Find out more at georgiestayches.com

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