Making Data-Driven Marketing Decisions
A design-driven organization is always thinking about its customers, empathizing with end users, and finding customer-focused solutions to problems. Being a design-driven organization requires research and immersion with and understanding of customer needs and pain points from the outset—and, thereafter, continually returning to the customer to test, validate, and listen; taking surveys; and understanding the answers to fundamental questions: What do people like about what we’re doing? What don’t they like? How can we iterate and refine? So what are the processes that need to change to allow our company to think with a more customer-centered point of view from the top down?
We help clients balance technical and commercial design considerations. At the same time, we support clients in building capabilities so that project leaders have the fact to make the appropriate trade-offs going forward. By combining a strategic perspective with disciplined implementation, we help our clients succeed even in the most challenging environments.
Improving the Customer Experience
Opportunities often emerge individually. In this context, it can be difficult to focus on the whole portfolio and easy to lose sight of broader strategic goals. At the same time, today’s ever-changing market conditions can quickly render existing strategies ineffective and expose a company to risk. In our experience, comprehensive strategies that balance long-term value-creation and the appropriate risk considerations are crucial to success. We assist clients in developing a strategy that addresses three core dimensions—geographic focus, asset class focus, and role along the value chain. At the same time, by identifying key risk categories and drivers, we ensure clients understand and properly manage risk. In recent years, we have worked closely with clients to assess various strategic questions, including scale-up opportunities across cities, portfolio classes, to financing, and ownership and development structures. To ensure a strategy’s long-term success, we help clients develop the capabilities and partnerships needed to sustain it.
Driving Customer Lifetime Value through Deep Analytics
Retail has long been a game of testing and learning: trying different things, finding out what works, and doing more of it. But as the industry matures, disciplined mid- and long-term strategic planning and focused execution are becoming indispensable for sustainable performance. Focusing on the intersection of business and technology, we help our clients leverage information technology and e-enablement to drive operational transformation, especially in marketing and sales as well as in operations. We constantly update our skills and our expert networks to help clients stay at the cutting edge of technology.
Implementing Front-line Transformational Change
Driven by competition and consolidation, complex retail enterprises operate across countries, channels, categories and formats. While size and scope afford economies of scale, they also present considerable structural challenges. We work with retailers to help manage organizational complexity and design robust facilities that fit their specific needs. We make sure the design focuses management attention on the strategic priorities and critical operations of each project—be it international expansion, new construction, or growth through acquisitions. Once the design is finalized, our execution approach helps our clients quickly realize the economic value determined by the design.
We are a multidisciplinary team of architects, engineers, and industry specialists driven by a singular goal—to help solve our clients’ and society’s greatest challenges.
We make sure the design functions and appeals to those who inhabit the space, and provide connections to visitors by integrating the context and character of the location through experience.