What We Do

As a team of Australasia's most regarded retail experts, we're available to present across a range of bespoke speaking engagements including conferences, events, workshops and industry panels. Our keynote presentations are designed to inspire, inform and empower everyone from established retail giants to budding entrepreneurs. We've presented across multiple topics in the past including (but not limited to) retail trends and innovations, consumer behaviour, customer experience and engagement, and best-in-class retail.

Market analysis looking across consumer (what does the future consumer want), category (what are the future growth opportunities) and competitor (what is nobody else doing) to gain a clear identification of the future opportunity and understand what is the great business that nobody else is building. Understand and audit the existing operations and strategy against this identified opportunity, identifying key gaps and building a strategic roadmap for future success.

Undertake a detailed review of key consumer groups within the market and understand their value to your brand. Taking an unique "outside-in" view of the market let's us capture not just who's shopping with us, but just as important who's not shopping with us. Looking beyond just the demographics, to understand customers' psychographics (their personalities and interests - the "why") and behavioural attitudes (their spending and purchasing habits - the "how").

Case Study: Accent Group, Nude Lucy, Coco Republic

A lot of research looks at the 'current' customer, yet it doesn't give us any real insight into the future.

Whether it's observing their behaviour in-store or conducting deep dive interviews, we live and breathe customers. By talking to the people at either end of the spectrum (brand advocates and rejectors), this give us an indicator as to what the mainstream will feel in the next few years. Intercepting the consumer in their natural environment allows us to get inside the consumer mindset, and also gives us access to their actual behaviours and motivations.

And we've got access to the data to back up these insights. We have partnerships with some of Australia's largest consumer data research providers to provide detailed actionable consumer insights.

Using quantitative and qualitative backed research, help visualise and understand the entire customer experience. The customer journey is the complete sum of experiences that a customer goes through when interacting with a brand and making a purchasing decision. By gaining a holistic understanding of the customer journey and identifying key customer pain points, we are able to optimise and personalise the customer experience.

What is consumers knowledge and perception of the brand or product (awareness)? What is the need or what that triggers the customer to enter the market (triggers)? How does the customer identify and evaluate their options in an effort to determine best product and brand fit (consideration)? How do customers complete the transaction (purchase)? What does customer advocacy and loyalty look like (post-purchase)?

Looking to create a world class in-store experience? Store concept ideation is the foundational step in shaping a store's unique personality, ensuring it resonates with the target audience, and ultimately, sets it apart from competitors.

We bring a mix of customer data, best-in-class research and creative intuition together to conceptualise and help bring new store concepts to life. The process encompasses everything from envisioning the store's physical layout and interior design to shaping the overall customer experience and brand identity.

Current store network mapping: Using a mixture of both customer data and store performance, geographically profile individual store catchments and develop clusters. By grouping stores or locations with similar characteristics and attributes together, we help optimise operations and marketing by tailoring strategies to the specific needs and characteristics of each cluster. Additionally, understand competitor intensity and potential catchment sales by each individual store.

Future network planning: Using quantitative customer insights coupled with ABS data, determine the most optimal geographical locations for physical store expansion and build out a network rollout strategy.

Category analysis: Understand the total addressable market for your brand, identifying current and future growth categories. Determine current share of market, as well as market share of key competitors.

Competitor mapping: Comprehensive audit of the current and future competitor landscape to identify the white space for growth, where nobody else is playing.

Ensure future financial viability through detailed cost / benefit analysis and revenue forecasting. Understand key data points, drivers and assumptions required to build (e.g. initial investment and setup costs, projected traffic and revenue, as well as both CAPEX and OPEX etc).

How does pricing strategy differentiate between segments? What is the price elasticity of your customers? What pricing is right for your market? We conduct detailed pricing analysis across the current market landscape, reviewing individual market competitor pricing and key customer data to make strategic recommendations to optimise your pricing strategy.

Lead and facilitate workshops with senior leadership teams to help identify key strategic priorities, articulate the core strategic pillars, prioritise key objectives and build out a strategic roadmap for future growth.

Brand purpose is not just a marketing buzzword… it's a strategic asset that can have a profound impact on an individual retailers success, reputation and ability to connect with customers, employees and society as a whole. Over the year's we've worked with multiple retailers to build brands and develop creative purpose (what do we do / how do we behave / why do we exist / brand archetypes), as well as naming and brand architecture.

Evaluate the overall strength and performance of the brand in market. Assess various aspects of the brand (e.g. consumer awareness, perception, satisfaction) to determine its current status, identify areas for improvement, and develop strategies for enhancing its reputation and competitiveness.

We provide expert guidance, analysis and assess the strategic fit of potential (or recently acquired) retail acquisitions. We've partnered with multiple private equity firms and retailers to conduct due diligence and offer strategic recommendations / support pre and post acquisition.

We've worked intensively within the retail startup space - from initial concept creation through to capital raising, partnering together to launch a number of successful startups in market.

Developments: Provide strategic advice for new developments on how to best to connect and serve the local consumer. Breakdown what the future consumer wants, understand competitive gaps in the market and what does a potential retail offer look like. Additionally, what retailers should we target and how do we approach them?

Existing Assets: Review tenancy and leasing plans and provide strategy recommendations. Build a detailed profile of the core customer(s) attitudes, behaviours, and preferences across the centre (and competing centres) and use to provide a recommendation on precincts and potential retailers, as well as indicative financial performance.

Acquisitions: Conduct pre and post-acquisition due dillegence - looking across the current / future consumer, competitor profiling and indicative financial performance.

Case Study: Cbus Property

New Retail Strategy: Explore new potential revenue streams beyond the traditional leasing model.

When it comes to consumers, sustainability is no longer an option but an imperative. We've worked with retailers to develop out consumer-led sustainability initiatives, that integrate environmental and socially responsible practices into the overall business strategy. Additionally, audit and score current business practices, identifying potential gaps and partnering together to build a sustainability roadmap to close these gaps.

Whether you’re after a team retail tour or a large group tour, we offer a range of guided, bespoke retail tours - both domestically or internationally. Our ever-growing retail network gives us exclusive access to face-to-face experiences with world-class retailers.