Getting diversity, equity and inclusion right leads to better customer experience and increased visitor numbers.

The International Longevity Centre (ILC), the UK’s leading authority on demographic change, has launched an inspiring short film sharing best practice in hospitality.

The film forms part of the ILC Retail Impact project, demonstrating how considering and responding to customers’ different needs throughout their lives creates inclusive and welcoming venues and makes business sense.

The film features Lord’s, ‘the Home of Cricket’, and the many initiatives it has undertaken to welcome visitors across all age groups including people with diverse support and access needs.

Ailsa Forbes, Retail Impact Fellow, International Longevity Centre said:

“Marylebone Cricket Club has gone to great lengths to ensure it both understands and can meet the needs of everyone who loves cricket and welcome them to Lord’s. It has invested in infrastructure as well as staff training so that stewards can provide exemplary tailored support to all visitors.

“This really matters. 75% of disabled people have decided against using a UK business because of poor service or accessibility. It’s important that sports and cultural venues, as well as other leisure and retail spaces, step up and review how they can be more welcoming to customers with a diverse range of needs.

“We hope this film serves as an inspiration.  Our accompanying healthy retail guides have advice and guidance on actions that businesses can take to be more accessible. Any investment in improvements is worthwhile as customers will return time and again to venues and spaces where they feel comfortable and well looked after.”

Stuart Dunlop, Sustainability and Accessibility Manager, Marylebone Cricket Club said: “Lord’s is a Ground for all, and we have a duty to cater to everyone that visits the Ground.

“Many of our spectators and Members have watched cricket at Lord’s throughout their lives, and at MCC we strive to ensure that anyone who attends the Ground has a world-class experience, regardless of age and access requirements.”

Ends

Contact

ILC – Press@ilcuk.org.uk or +44 (0)7807 231 432+44 or (0) 7736 124 096. Spokespeople are available on request.

Notes

The ILC’s Retail Impact Project aims to demonstrate that retailers could thrive – not just survive – if they adapt to the opportunities of an ageing society. The work is supported by UK Research and Innovation (UKRI)’s Healthy Ageing Challenge and Stirling University.

The ILC’s Retail Impact Fellow, Ailsa Forbes, has produced five guides and a suite of short films to support retailers to innovate and adopt best practice. The guides cover Accessibility, Healthy Workforce, Healthy Customer Service, Healthy Retail Environment and Healthier Choices.  The films complement the guides, sharing personal stories and providing rich insights into what underpins healthy retail.

More information about the project, the films and copies of the guides can be downloaded from www.healthyretail.org.

You can watch the ILC’s Healthy Retail Environment film here.

Sources

Purple Accessibility Tools The Purple Pound Infographic, 2015

About Marylebone Cricket Club (MCC)

There are few clubs in the world that have made as big an impact on any sport as MCC has made on cricket. From its iconic ground in north-west London, MCC has led the game for over 200 years and helped take it from a national pastime to a global obsession.

At our heart is Lord’s, the Home of Cricket. Taking care over every detail, we’re dedicated to growing its reputation as the most celebrated and admired venue in cricket. Everything we do is for the good of the game; from working with local communities to growing cricket’s global influence.

Founded in 1787, MCC is recognised as the sole authority on the game’s Laws. There are approximately 18,350 Full and 6,000 Associate Members of MCC.

Marylebone Cricket Club