Customer Engagement

Customer Engagement

We help retailers develop a strategy and roadmap for engaging customers, building shopper loyalty and driving brand equity. Our areas of expertise include:

> Channel Strategy > Workforce Management
> Customer Experience Design > Store Operations
> Customer Engagement Roadmap > eCommerce Strategy
> Mobile Commerce Strategy  

Contact us to learn more about our approach to our Customer Engagement Strategy and Design Services.


    We help you develop a strategy, build a roadmap and define operational changes that enable you to more effectively engage with customers. We help you define tools and processes that respond to a new shopping dynamic that includes social media, omnichannel commerce and a rapidly changing technology landscape.

    Our Customer Engagement Services include:

    Channel Strategy.

    We work with you to quantify the role of each potential channel in serving your customers, aligning a strategy with your long term business objectives and outlining a plan of action. We bring years of experience in cross-channel retailing and customer strategy work to inform your strategy and make you more successful.

    Customer Experience Design.

    Today's customer shops differently than 5 years ago. She researches her purchase differently, she engages across channels and she often completes the transaction remotely. We help you rethink the way you engage with the consumer and how you gain a competitive advantage by changing the customer experience.

    Customer Engagement Roadmap.

    Working with your customer experience and channel strategy, we help you outline a multi-year roadmap to implement changes to how you engage with customers. We balance innovation with the practical reality of business performance and capabilities. Our experience in customer strategy, industry and cross-channel business models will make your roadmap more successful.

    Mobile Commerce Strategy.

    We can help you capture the growing channel being provided through mobile (e.g., smartphone, tablet) while leveraging your core operational competencies and brand strength as a traditional retailer. This includes helping you develop a roadmap to fully integrate mobile shopping into your business as well as assisting in the selection of technology and service providers to support your strategy. Read more about our Multichannel Execution services.

    eCommerce Strategy.

    We can assist in developing an e-Commerce platform that supports and leverages your traditional retail business model. This includes helping you figure out the nuts and bolts of inventory management, merchandising and brand & product development

    Workforce Management.

    We help you benchmark your workforce productivity and processes against leading practices. This identifies opportunities to improve your labor productivity and streamline your operations in serving customers and operating your business. Read more about our Workforce Management services.

    Store Operations.

    We can teach your team leading practices in store operations and floor engagement that ensure a superior and consistent shopping experience for your customers. This includes developing training material to support your field team as well as the management systems to track and understand your customers' engagement in the store. Read more about our Store Operations services.


    Robert Kaufman
    +1 770 882 2205
    Contact Robert   About Robert
    Josh Pollack
    Merchandising Practice
    +1 770 882 2205
    Contact Sonia   About Josh
    Rob Oglesby
    Retail Store Operations
    +1 770 882 2205
    Contact Rob   About Rob







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Thought Leadership

Case Studies

Store Operations Process Assessment
Optimizing the Private Label Process

Point of Views

The Experience Manager
Social Clienteling
Customer Satisfaction vs. Store Sales
The Layaway Challenge
The Role of the Store
The Science of eCommerce
Mobile Retail
Group Buying
Brand Connectivity
Omnichannel Inventory Accuracy
The Customer Experience


Channel Integration in the Store
Synchronizing Marketing and IT in the Era of Omni-Channel Retailing
The Big Deal About Big Data


Linking Product Development to the Customer
Mobile Retail