Re-evaluating Corporate strategy

• Patient-led strategy for NHS acute hospital trust - defining 5 year strategy, creating a new service culture, re-developing business planning processes, to meet the real needs of patients. This strategic initiative contributed to a step change in performance and a turnaround in culture

• UK brand development plan for top 5 global bank, driven by deep understanding of the evolution of customer needs

• 5 year strategy for a global FMCG company – envisioning the future through scenario planning and then building a practical Bridge to enable the organisation to reach their vision

• Re-casting of 5 year strategy with management team of a UK FMCG company. Generating strategic options, inspiring ambition and defining a clear route to success

• Development of a 3 year strategy for growth for the UK arm of a top 3 global B2B publisher. Prioritisation of key contributors to growth and  commitment to action plan

Implementing Resource alignment

• A radical programme to deliver a revolution in customer service for an NHS mental healthcare trust – concentrating on behaviours not values – defining what staff need to say and to do, and what not to say and do, to deliver exceptional service

• Following development of a broad category strategy for a leading UK FMCG company, april helped put it ‘into action’ by leading the repositioning of their key strategic brand. Ultimately involved radical re-thinking of resource allocation and co-developed marketing plans

Understanding Customers and markets

• Customer understanding, insight gathering and organizational learning programme for new product development activities in Eastern Europe

• Development and embedding of European customer acquisition and journey models in Financial Services based on attitudinal and behavioural segmentation

• Working with one of the world’s most successful male fashion brands, creation of commercially actionable insight into the evolution of the male grooming market.

• Production of competitor response scenarios to the planned relaunch of a leading UK FMCG brand. This helped anticipate possible and likely competitor responses producing evasion and counter-tactics as well as aiding financial planning

Creating Propositions, products and experiences

• Vision for multi-channel retail customer journey – driving innovation in the customer experience across retail formats and digital channels

• Retail proposition development and customer experience strategy for furniture, homewares, jewellery, and other categories

• Re-discovery of what customers value about the brand of an innovative Financial Services player, and establishment of  principles to drive communications, product development and customer experience

• Development and roll-out of a decision making methodology based on an april-developed quantitative research approach to measure customer utility of features in complex products

• Development and deployment of Western European CRM strategy for one of the largest FMCG brands worldwide

• Customer experience strategy to integrate Financial Services offer into a market leading UK retail environment

• Creation and validation of proposition and positioning for market entry of a Financial Services provider in India and Russia