Retail – Custerian

Are you ready for the Data Led retail revolution?

We have a history esteemed in using data to improve to improve the retail experience

From high street stores to digital Ecommerce projects we have spent a significant amount of time over the years working with the UK’s biggest and best brands, always using data to inform, improve and refine multi-channel retail experiences for all

From catalogues to smartphones

There is a lot talked about and facing retail brand owners in today’s age. We should know, we”ve been involved in it for over 30 years and spent a significant amount of that time working in some of what are now the biggest online & multichannel brands

But we also move with the times. Having first talked about the need to shift from home shopping from catalogues, to shopping to home via what are now smartphones over 25 years ago, we have kept constantly ahead of the curve

We know the reality behind the myths that get lumped under phrases like -Omni-channel; Al/Data sciences, Digital Transformation, because we pride ourselves on a pragmatic approach to getting the right stuff done, so we know what works and what is still smoke and mirrors.

Are you...?

Trying to get more things done with less resource

Dealing with the impact of delivering an omnichannel solution -or let's face it, trying to understand what it means

Building a new retail brand that wants to grow faster whilst protecting margins

Fed up with being called a legacy brand trying to adapt to the new loTway ofthe world

Driving growth, but want to make more of digital engagement to build an audience and improve competitive advantage

Feeling lost in a sea of data ( or conversely wondering where to get yours from) and struggling to get to the benefit of Al/Data sciences can bring

Want to unlock the benefits of an emotionally engaging Customer & Colleague (people) experience

Just want to get more of the right stuff done in an increasingly connected and confusing retail experience to build customer /brand value

Then talk to us... WHY?

Custerian was formed by people who had direct responsibility for the outcomes you are trying to create. We now use this pragmatic approach to help clients create a connection between why they exist and the outcomes they achieve, at pace, with less risk.

We have direct experience of:

Building multichannel brands
Creating audiences using multiple channels
End to end journey design from supplier and stakeholders to fully retained advocate customers
Highly competitive retail environments including supply chain and logistics for brands with turnovers from millions to billions
Data led marketing strategies for recruitment conversion and ongoing customer service
Taking brands from single to multiple (click & mortar) experience
Multiple retail sector experience including retail financial services
Digital & social marketing strategy & execution across all platforms including SEO/website and content creation
Highly operationally experienced in terms of what is needed in of technology, ways or working and process to deliver the changes required to get things done
Created innovation cultures to help clients develop new market approaches to combat potentially business changing revenue challenges

Our entire reason and focus for being is about...

helping our clients to actually deliver results that are felt by and impact customers through their people

Examples of the types of things we have done...

Developed a deep understanding of employees current onboarding experience globally, identified quick wins and high level requirements as well as barriers & drivers to deliver the designed future onboarding journey and bring it to life

Digital Journey

Delivered and rolled out multiple elearning packages for specific business functions. Reduced the reliance on lengthy classroom-based training reducing cost and speed to competency

Brand Evolution

Post-acquisition merging and integration of multiple businesses to create a new market distributor organisation

Disruptive Marketing

Target operating model and organisational design creation with supporting business case

Brand Creation

Drove the empowerment of the workforce increased to over 80% of colleagues being aligned to the objectives of the department

CX Driven Transformation

How Do We Do It?

To do this we call on a number of skills & capabilities, all developed in the real world including working with both global and boutique consultancies – so we know our stuff passes muster – all designed to increase pace of change, whilst reducing risk

All designed to increase pace of change, whilst reducing risk!

Getting the right stuff quickly can involve…

• Our 4Ps framework covering Proposition, People, Process & Priorities

• Full People Experience (Colleague, Customer & Supply chain) design including journey design and metrics

• Service design methodologies for rapid problem solution and improving innovation through design led collaboration

• Full project management using our bespoke Passport kick off and governance approach which works from 2 to 40 people project teams

• Full cost benefit creation – including business impact of becoming more customer centric

• Full supply selection and vendor management capability

• Support of high growth VC & PE backed companies including creation of growth plans and operational & commercial due diligence during acquisition

• Full ‘on a page’ formats for creation of strategic into tactical activity plans – so more time can spent executing

• Access to funding for Al/Data Sciences/Digital innovation due to our relationship with the Hartree Center – a UK center of scientific excellence who we have done a number of Al projects with

Still wondering why you should speak to us?

We leave the last word to our customers...

''Custerian have provided a flexible and responsive support that has helped us make significant advances in Colleague engagement and maintain focus during a time of high growth and change"

Sasha WatsonVice President - Employee Experience, ARM

'I am writing to thank you for the quality of service provided by Custerian. We sincerely appreciate your efficient gracious customer service, the level of detail and accountabiity you have demonstrated on each of the projects worked upon and the way you conduct business as a whole,especially given the many last minute changes to schedules and content forced upon you and your team. We look forward to working with you fur years to come, and hope you will continue to provide such excellent service. We could not have conducted our business change requirement without you! Thank you for a favorable first half year,and we look forward to many more. We have, and will continue to recommend your service to other companies and contacts"

Chris MorganCEO