Customer Experience Development & Execution

Improving store-level operations, while often not top of mind for senior executives in retailing, yields a very high return on investment—especially in the service of delivering the same customer experience at each site. An effective site operations program creates hard-to copy differentiation and more productive employees for retailers of all sizes and formats.

Oliver Wyman has assisted many retailers, franchisors, and other high intensity consumer facing businesses in addressing business challenges in the area of customer experience development and execution.

Recent engagement example

Growth strategy - Oliver Wyman assisted a downstream client in developing commercial growth strategies for creating value of more than $200 million. The work included detailed design of a new retail offer, including store/site design, layout, product offerings, service programs, branding, and pilot implementation program.

Retail operations and customer experience management: Oliver Wyman helped a client reposition its offer, brand, and customer experience through focus on valuable customer segments and redesigned operations execution. Within two years of working with Oliver Wyman during implementation, the client moved from underperforming both competitors and targets to beating both.

Performance improvement at an Asian downstream oil company: Oliver Wyman is in the midst of supporting an Asia oil company to advance from last place in site productivity to a leading position. The company has embarked on a major change program to upgrade the quality of dealers and site managers, sharpen their focus on delivering consistent and high quality customer service, and support them with the latest market information and sales support tools and programs.

Customer Experience Execution: Oliver Wyman assisted a retail client in conducting a diagnostic and improvement effort to improve customer experience execution and consistency. The effort spanned all aspects of site operations including people processes (hiring, training, compensation, etc.), site operations (standards, work activities, etc.), and customer service (customer interactions, guarantees, etc.). The effort yield a multi-million dollar improvement in EBITDA.

Front Line Customer Experience: Oliver Wyman helped a client improve customer service levels amongst its large front-line workforce through a linked program of pay-for-performance, culture and supporting processes.