The distribution dilemma: should luxury retailers go it alone?
Starting from a clear understanding of a client’s customers, market and competitive environment, we offer a modular approach to assessing digital performance. Retailers and brands can select from 1 to 20 modules, in any combination, depending on the business requirements. Assignments can take from 2-3 weeks for one module to 8-10 weeks for a comprehensive review across all modules.
Our work is based on proprietary frameworks that are continually updated to reflect global best practice, and our clients’ customer experience, performance and KPIs are benchmarked to illustrate improvement opportunities.
For each engagement, we deliver a long list of performance improvement recommendations to our client, prioritised into a roadmap, and quantified to show the sales uplift opportunity. Our work highlights many actionable quick wins that our client can implement immediately.
We have been undertaking this type of work for more than 10 years and have helped many of the world’s leading retailers and brands to improve their ecommerce and omni-channel retail performance.
Our modules fall into four categories:
1. Evaluation of cross-channel customer experience
a. Customer experience audit & scorecard
b. Web analytics KPI review & benchmarking
c. Customer journey mapping & user testing
d. Business casing & prioritisation
e. Website design & wireframing
2. Independent review of digital marketing
a. Marketing budget & allocation benchmarking
b. Analysis of digital marketing programmes
c. Customer database profiling
d. Customer segmentation
e. Customer lifetime value analysis
3. Competitive review of online proposition
a. Product performance analysis
b. Online assortment optimisation
c. Extended range development
d. Range & price pricing analysis vs. competitors
e. Benchmark omni-channel service & delivery
4. Assessment of omni-channel capabilities
a. Content production and management
b. Omni-channel technology
c. Omni-channel fulfilment
d. Contact centre
e. Omni-channel organisation and skills
Questions we address for retailers include:
Performance acceleration: Our sales and other ecommerce KPIs are not growing as fast as expected – how can we accelerate this growth?
Rapid market development: Customer expectations and demand are increasing at a faster rate than business change – how can we address this?
Competitor pressures: New market entrants or incumbents are taking market share with better propositions and speed to market – how can we respond?
Alignment to strategy and vision: Our strategy has changed – how do we ensure our proposition and experience are aligned?
Cost optimisation: How can we evaluate ecommerce spending and use of resources to ensure maximum operating efficiency?
Fresh perspective and best practices: We need to ensure we follow the latest best practices, identify new opportunities and focus on the biggest priorities – how can we get a fresh perspective on this?
Please see below for digital retail quick wins clients, or contact Matt Jeffers at firstname.lastname@example.org or on +44 (0)20 7961 3200 to discuss your requirements.
We’ve had a really good experience working with Javelin Group. We do things quickly, we’re quite nimble, and they fit in with that. We had a big challenge, they came in, got the culture very quickly, got the brief, and gave us a great solution so we are very pleased.
Nick Robertson, non-executive Director, ASOS.
We engaged Javelin Group to support a strategic review of our website experience and performance improvement analysis based on relevant benchmarking. Their proven track record experience from retail and other sectors has helped to develop a set of recommendations that we are implementing. Javelin Group immersed themselves into our business and delivered a comprehensive review of current state and future potential that could shift the dial to deliver a better digital experience for our customers. We were very happy to choose Javelin Group for this exercise and would positively recommend them to others.
Arslan Sharif, former Digital Director, British Gas.
Javelin Group carried out a detailed strategic review and performance improvement analysis of our online and multi-channel business and identified many high value opportunities in our online marketing, merchandising, user experience and cross-channel activities, which we then implemented. This excellent work can justifiably claim a fair share of the credit for the 88% growth that Debenhams.com then experienced over the next 12 months.
Michael Sharp, former CEO, Debenhams.
We engaged with Javelin Group to provide us with an objective view of an appropriate marketing spend, with a specific focus on digital. The response was professional, swift and provided us with credible benchmarking and recommendations to work from in the future… a small piece of work that will make a significant difference.
Mark Seager, Marketing Director, Fat Face.
The team and their work have been exceptional and have won the support of our entire management team. We have already commissioned more work from Javelin Group and have every intention of building a long-term working relationship with the team.
Phil Walker, former Chief Marketing Officer, Gala Coral Group.
We hired Javelin Group to conduct a detailed strategic review of our online grocery business, with a big focus on customer priorities. The team brought a wealth of industry knowledge and experience to the table, rapidly identifying the key problems we were facing and working collaboratively with our team to create actionable solutions with significant impact. The roadmap they created with all of the strategic recommendations has now been largely implemented with revenue and profit results ahead of our expectations. I would have no hesitation in hiring them again and would recommend them highly.
Robbie Feather, former Online Director, Sainsbury’s.
Javelin Group perfectly responded to our brief and worked with us throughout the piece of work to ensure they were fully meeting our requirements. It is a testament to their thoroughness and competence that at their final presentation we had no unanswered questions and a clear focus for next steps.
Richard Luck, Manager of eCommerce and Product Ownership, Waitrose.
Reviewing the retail offer across digital channels for retailers and brands.
Six key strategies.
For the new age of retail.
Transforming the structure of your organisation for true omni-channel retail.
Planning and implementing winning strategies for the new age of retail.
Responding to and exploiting the retail channel shift.
Planning retail, ecommerce and omni-channel expansion.
Optimising online and offline channels in the age of omni-channel retail.
Helping retailers and brands to plan and execute profitable growth.
Matt Jeffers runs the Digital Retail Strategy service line. He has led projects covering omni-channel strategy and ecommerce performance improvement for multiple retailers across grocery, DIY/building materials, apparel and luxury goods sectors. Prior to Javelin Group, Matt led Tesco.com’s international development, launched it in China and oversaw the internal strategic growth plan for the Group. He also planned Tesco.com’s strategic development in Central and Eastern Europe and across Asia-Pacific.