Waitrose: Review of propositions and capabilities for its multi-channel strategy
Background
Waitrose had developed various propositions that underpin their multi-channel strategy. The programme includes Waitrose.com, non-food, wine, flowers, hampers and entertaining - all leading to the vision of "Waitrose Your Way". We were approached to conduct a review of the strategy and plans and make recommendations for operationalising the strategy.
What we did, and how
Working with their team to build a clear picture of the current situation, we examined the company's internal capabilities and plans in order to construct a 'do-ability' test.
We reviewed customer propositions, customer journeys, operating model, technology, partner support, supply chain and the commercial model.
A high level picture was forecast for the state-of-play in the coming one to four years in readiness for more detailed programme planning at the next stage. We were able to advise on how to integrate services and channels optimally and give clarity on the areas of focus for the programme activities and approach.
Results
- Using our recommendations Waitrose has been able to better understand how to deliver the most valuable propositions with the optimal level of integration from a customer and a business perspective
- Waitrose now have a more complete view of their plans to deliver the Multi-Channel strategy and recommendations for turning this into an executable plan
They brought valuable insight and expertise helping us to optimise our plans to create the best possible customer journey. I was impressed by the pace they worked at and the speed with which they grasped key issues. We found them straightforward and enjoyed their natural enthusiasm and openness.
Rob Collins, Director e-Commerce Delivered by CVL
