The Retail Consultancy - specialists in lasting customer centric change.
We'll work with you to help paint the big picture and break it down into manageable chunks to bring it to life, working with your team to deliver the benefits.
Our core capabilities in business change are what enable us to seamlessly integrate with high performing client teams on initiatives ranging in scope from customer experience improvement to efficiency gains and new proposition launches.
We place immense value on the feedback from our clients that confirms we've helped them get where they want to be, on time and within budget.
Whichever retail sector you're in, we look forward to prividing the tailored support and measurable results you need to drive your business forward.
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We're constantly working with and talking to clients to help them to address issues and capitalise on opportunities. Here are a few questions we've been working with clients to answer recently.
How can we get the whole organisation to take accountability for customer experience?
How can we cut costs and improve service at the same time?
How can we create a true multi-channel organisation, which makes customers feel valued?
How do we integrate mobiles, tablets and social media into our channel strategy?
How can we introduce self-serve capabilities to help customers and cut costs?
How can we capture the voice of the customer and use it to react quickly to manage issues?
How can we outsource processes and functions seamlessly without affecting our core business?
How can we turn our contact centre into a customer-centric profit centre?
How can we design, implement and measure first time resolution in a multi-channel environment?
How can we communicate change internally and externally, using a tone of voice which is familiar and which fits with the brand?
How can we move beyond instructional internal communications so as to create advocacy for the changes we're making?
How can we de-risk changing a whole array of corporate communications in a short space of time?