Retail
The retail sector has been badly shaken. Alongside the failure of established retail brands, others are emerging as leaner, more competitive and focused organisations often taking advantage of new business models and routes to market.
Paloma Consulting provides business improvement consultancy and training services to help retail companies adapt to the major shifts in industry structure and consumer buying behaviour. Our proven process improvement methods help clients increase customer satisfaction, enhance revenue, cut costs and seize new opportunities.
Our work in this sector includes over 130 projects with an average return on investment of 27 times - spanning media, catalogue and internet retailers, contact centres, distribution, and a wide range of businesses supporting the retail sector.
“Within a few weeks, relatively junior employees had been transformed into expert business improvement professionals capable of delivering project summaries to shareholders”
Ian Golding
Head of Customer Experience Improvement
Shop Direct Group
Our experience covers diagnosing, planning and implementing long-term business improvement programmes; customised knowledge transfer to the work force; and major business reorganisation.
Outcomes of individual projects include
- Improved response rate for direct email campaigns
- Reduced web visitor attrition rates
- Reduced selling price errors
- Reduced call centre complaints
- Reduced picking and packing errors
- Reduced goods lost in transit
- Reduced product returns
- Reduced supplier defects
- Improved customer ordering process
- Improved product delivery process