Client

Founded in 1930, Wilkinson remains one of the few privately owned mainstrem retailers in the UK. It still follows its original value for money principles and has expanded rapidly to offer a range that encompasses everything from DIY to textiles and gifts. Trading from over 300 outlets it achieved total sales of around £1.5bn in 2009.

Charteris Role

Charteris worked closely with the existing business management team and a group of staff consisting of experienced and creative experts covering retail business, analysis and technology/architectural skills. Charteris applied the Charteris Customer Centricity Framework to the day to day trading context and created an action-orientated roadmap to take the business forward.

Solution & Results

By using the Charteris Customer Centricity Framework to think about what needed to be done, the team quickly identified areas of strength and weakness in the current operation. This allowed them to clearly map technology to business needs and deliver tangible ROI to enable resouces and funding to be secured for the change programme.

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To read more about the work Charteris are doing in Customer-Centric Retailing, please visit the Retail portal >