Martin Chitty, Head of Retail

An integrated customer centric approach is essential to serve the needs of today’s digital savvy, multi-channel retail customers.

We define Customer Centricity as “the alignment of systems, processes and people to deliver products and services to internal and external customers in the most agile way”. But we go further. Using our unique Customer Centric framework we help our retail clients understand the four key enablers that guide and shape the way retailers win and retain more customers.

These four enablers, and the benefits they can deliver for retailers, are:

• Metrics: Turn data intelligence into profitable customers
• Processes: Drive efficiency and customer focus into all operations
• Experience: Make customers feel welcomed, wanted, remembered and cared for
• Channels: Create a single view of the customer to deliver a unified brand experience across multiple channels.

Online retailing is just one component. Intelligent multi-channel integration, customer insight, digital marketing and personalisation are now key to driving revenue and margin.

For further information contact Martin on 44 (0)20 7600 9199, or

Current retail issues

• Retail technologies - which way do you turn? »
  Social media, Web 3.0, digital commerce, mobile commerce, customer loyalty, cross-channel inventory systems...getting these technologies working for your business and the customer requires a unique blend of expertise.
• Customer insight - getting to know your customers »
  So much data, so little insight. What's needed is a speedy and effective way to turn data into something of immense value to customers and the retail business.
• Customer Centricity - a new approach to doing business »
  The shift towards highly segmented demographic groups and personalisation means there's only one place for the customer - at the heart of the retail business.
• Multi-channel integration - why it matters »
  Switched-on customers display an increasing intolerance towards 'silo-based' service, so breaking out of traditional business models is critical for retailers.