Customer Centricity as
a North Star for strategic decision making
“How can we take a customer centric approach to growing our businesses, re-focussing our brands, products and services around genuine human needs?”
Transformation Consultancy
Business Design
Team Capability building in Design Thinking
Qual & Quant Research
Customer Archetypes
Brand, Product & Service Transformation Roadmap
Portfolio rationalisation
Market opportunity modelling
In 2018/19 I oversaw a transformative engagement for the iconic Roberts Radio brand owned by the $1.5BN Glen Dimplex Group. The work focussed on defining existing and potential customer archetypes and mapping them to market value. We took a pioneering new approach that blended first hand qualitative research and quantitative data science techniques, helping them get closer to their customer and build an informed brand, product and service offer.
Following the success of this project I was asked to look at the rest of the Glen Dimplex home appliances portfolio. My approach looked at every aspect of the business. I interviewed key stakeholders first hand, visited production facilities, reviewed product portfolios, sales data, retail presence, marketing and innovation functions across multiple business in the group such as Morphy Richards, Stoves and Britannia ovens.
My combined, hands on and data centric research enabled me to build clear recommendations for change and build a human centred, analytically informed transformation roadmap.
