What we do
We work as trusted advisers and experts to architect strategy, orchestrate change and accelerate benefit realisation. Often, value creation is lost in the disconnects between strategy, proposition and business model design, change delivery and capability development. We help bridge the gaps, aligning all points along the track, harnessing the energy and capability of the organisation to bring forward benefits.
Architect dynamic strategy
by clarifying strategic foundation (purpose, values, goals, vision) and sharpening strategic intent (where to play and how to win).
Design compelling propositions and delivery models
defining a desirable, differentiated customer value proposition plus a feasible, viable and sustainable business and operating model to deliver it.
Orchestrate and accelerate change
through transformation and behaviour change at scale, using precise interventions where required, to accelerate value delivery.
Build internal capability
through organisation design and transition management, injecting executive education, coaching, tools and training, and transferring know-how tailored to our clients' context.
Our challenge was to increase the pace of change towards a new form of retailing that blended physical showrooms, digital tools and people. Using behavioural science to create a popular movement, we designed and orchestrated an integrated change campaign, facilitated co-development and architected mass engagement and training. Usage of digital tools increased from 20% to 90% of in-store interactions, delivering a £620 increase on average invoice value. The model was adopted as a template for all markets across the world.
Before trying to change behaviour, seek first to appreciate and understand the context within which their behaviour happens
Madagascar is the biggest single producer of vanilla but the ‘feast-famine’ cycle puts pressure on the local economy and farmers. Sustainable vanilla had been a priority for our client as part of ‘sustainable business’ and consumer brand messaging. Our proposition was to design and communicate a more sustainable, less cyclical value chain story. The outcome was more resilient communities, improved environmental standards, better vanilla quality and availability, and a partnership for shared, more sustainable growth.
Real sustainable business is much more than marketing. It takes collaboration, reciprocity and a long-term view from all players in the supply chain
Our client, a major UK real estate owner, is publicly committed to an ethical purpose which guides its operations. But it can't deliver that purpose on its own – its customers are critical parts of the ecosystem. Engaging with the leadership, central and sector teams, we created a tool to identify customers who were more able and inclined to support the purpose, and an approach to shaping value propositions tailored to them . The organisation now has a common language, understanding how customers contribute to purpose, and an approach that amplifies the organisation’s impact, creates multi-dimensional value and reduces reputational risk.
When you are led by your purpose, not your customers, what they do is as important as what you do
Food and drink
Our client, a mid-sized European player, wanted to accelerate growth while moving away from traditional ‘sweets’ towards ‘better for you’ categories. We explored behind the mask of acquisition-fuelled growth to probe root causes of poor performance, decluttered the growth agenda to a handful of ‘big bets’, and managed parallel strategy and implementation planning. The outcome was a doubling of turnover and trebling of share price over a five-year period, with improved scale execution capability.
Ambitious growth ahead of the market can be achieved if you are focused and disciplined, all without restructure
Our client, a large independent schools' network, was facing growing deficits, difficulty in finding the best staff and was distracted by global opportunities. We faced into the underlying strategic options and made choices, transforming the leadership team, implementing a revolution in governance and relaunching the brand to the world. Two years later our client had returned to surplus, seen pupil numbers grow and had become a magnet for teaching talent.
Sometimes sustainable transformation is achieved through revolution rather than evolution
A challenger bank enjoying a niche position was pushing for new customer growth without becoming ‘just another bank’. April took a discovery-based approach to uncover what was distinctive about the culture and proposition that customers valued, exploring and discarding the conventional route of aggressive new customer acquisition. The bank saw accelerated growth achieved from an unexpected source: existing customers rather than new customers.
It's important to appreciate what you have and where the value potential lies: look beyond the playbook
A regional leader in South East Asia was facing intense local and global competition, with an imperative to become more customer-centric and innovative, fast. We listened to its customers and agents, enabled extensive organisation engagement with frontline staff to interpret customer-centricity, and implemented a campaign-based social change process. The organisation became better at attracting and retaining customers, achieving 24% growth in value of new business.
Strategic change that sticks needs to involve those responsible in the design and delivery of change programmes