Nineteen Eighty Five
Experience • Partnerships • Growth
Experience · Partnerships · Growth
Creating experiences that people remember and businesses profit from.
1985
Nineteen Eighty Five helps hospitality, tourism, retail, lifestyle and property brands unlock growth through experience innovation, strategic partnerships and customer-centric thinking.
01
Boutique consultancy at the intersection of experience design and commercial strategy.
02
Working across hospitality, tourism, retail, lifestyle and property.
03
From audit and insight through to implementation.
The Strategist
An advisor fluent in both experience and commercial reality.
Strategist / Connector / Consultant / Experience Designer / Growth Advisor
Jackie’s career has moved through live events, premium property and front-line customer experience — three worlds that rarely speak to one another, but which together explain why some experiences convert into loyalty and revenue, and most simply don’t.
Nineteen Eighty Five exists to bring that fluency to founders, operators and boards who know that experience is no longer a soft metric — it’s a commercial lever, and it deserves the same rigour as any other line on the P&L.
How We Work
Four ways we create value
Each engagement begins with a clear question: where, specifically, is experience leaving money on the table?
I.
Experience Audits
Identifying opportunities to improve customer journeys and business performance — mapped, measured and prioritised by commercial impact.
II.
Experience Innovation Workshops
Facilitated sessions to unlock new customer experiences and growth opportunities, run with the people who will own the result.
III.
Strategic Partnerships
Connecting brands, destinations and businesses to create mutual value — the right introduction, made at the right time.
IV.
Project Consulting
Advisory support from concept development through to implementation, so good thinking doesn't stall at the deck.
Selected Thinking
Concept studies
Southern Sun Umhlanga
Hospitality · Guest Experience
Woolworths Concierge
Retail · Premium Service Layer
Rugby World Cup Cruise Experience
Tourism · Live Event Hospitality
Why Experience Matters
Loyalty, differentiation and growth are downstream of experience.
Price and product can be matched by a competitor within a quarter. A well-designed experience is far harder to copy — which is precisely why it has become the most durable form of brand differentiation available to operators today.
25–95%
The estimated profit increase from just a 5% improvement in customer retention.
Bain & Company
86%
Of customers say they’re willing to pay more for a better experience.
PwC, Experience Is Everything
5.1×
The revenue growth advantage held by experience leaders over laggards.
Forrester Research