Industry
Retail consultancy
Collaborative transformation
The Retail industry has faced a challenging few years with the uncertainty of Brexit, the slowdown of the high street and most recently the rapid acceleration and shift in consumer needs and demands as a result of Covid-19.
As a consequence, retailers are prioritising customer experience more than ever to create a personalized, memorable offering that attracts new customers and retains the current customer base. 96% of customers state customer experience (CX) is the most important factor in their loyalty to a brand. Couple this with the fact loyal customers are 5 times more likely to purchase again and 4 times more likely to recommend a friend and you can see the importance a positive CX can have.
To achieve this it is imperative that retailers offer a seamless online and offline experience to customers placing the [needs] of the customer at the core of their decision making. With the constant changes in regulations retailers now face they need to be setup to react and respond appropriately. We can make a lasting difference to how you approach CX and ensure you excel in this area.
To view a collection of our thinking on the challenges and opportunities facing the Retail industry, please click here.
Customer centric design and delivery
We will ensure your customer base is engaged to provide input into the design of your optimal customer experience. Moreover, using our deep expertise in Agile, we will transform your delivery model, building a prioritised list of activities that deliver early value and ROI, in addition to longer term roadmap initiatives.
Knowing that rapid technology deployment is critical to maintaining a competitive edge in retail, we offer mastery in digital transformation. We work in a highly collaborative manner with technology providers to deliver a quality product, fast. Matched with this is our skilled change management capability, helping you to embed the change in a way that sticks and is sustainable for the future.
How we help you...
Change Management
We know how to bring all parties on your journey and make change stick.
Click here to read our latest white-paper on how to implement incremental changes in retail.
Agile Delivery
We undertake all delivery in an agile manner allowing us to respond to user feedback throughout engaging consistently with internal and external stakeholders.
Find out more about applying Agile to enhance your CX in the retail sector.
Digital Transformation
In order to meet consumer needs it is vital to have a seamless online and offline experience for the customer. This can be achieved through implementing innovative technology.
Click here to see how we did this at St John Ambulance.
Lead to Cash
Customers can join you at any point in the lead to cash cycle. We apply our knowledge of systems, people, data and processes to deliver an [end-to-end] customer experience that builds sales.
Find out more in our podcast: How does the browsing experience fit into the end-to-end customer journey?
CX and EX
We put user needs at the heart of what we do conducting user research throughout to ensure you provide the best CX and EX possible.
Learn how you can get under the skin of your customer experience in retail in our article
