Our values

Transformation into a Customer Centric Organisation

Customer Driven

Putting the customer at the heart of decision making and the future roadmap

Accountability

Taking ownership to ensure responsibilities and deliverables are achieved as expected

Partnership

Growing with our customers based on win-win relationship and shared rewards & risks

Innovation

Blending creativity with deep retail expertise to cross the technology – business gap

Positive and Pragmatic

Maintaining a balance between vision/big picture & practical/iterative steps

Customer Driven

Putting the customer at the heart of decision making and roadmap

Engaging with our Clients

“The Customer is always right” is not a cliché to us, it is a fundamental principle in our engagement. However, we also believe it is our duty to positively challenge our clients where we believe it is needed for the benefit of the project and client. We understand it is very difficult for our clients to articulate exactly what they want.  We use our extensive experience to act as a sounding board, always prompting consideration from multiple angles before we jointly arrive at the destination.

Our Approach

We are keen to for our clients to feel ownership on our deliverables and this can only be achieved by a transparent and open relationship that empowers the client.  To that effect, we have developed a myriad of models, templates and frameworks that don’t only solve the problem, but also empower our clients to learn how to do this for themselves in future.

We view knowledge as empowerment, not power.

Customer Centric Solutions

We have a very effective way to resolve differences and conflicts both internally and externally.  We simply ask the question: what is best for the customer?  This simple question drives our approach and ultimately our roadmap.  We take into account not only customer profiles and segments but also their lifestyle, values and life stage when putting together our solutions.

Accountability

Taking ownership to ensure responsibilities and deliverables are achieved as expected

Accountability

Our clients hire us not only for our expertise and innovation but also for our accountability.  We take ownership of our responsibilities, see projects to conclusion and we are open to learn from our mistakes.   When things do not go according to plan, as they do from time to time, our focus is first and foremost to unblock any issue and move forward. This is followed afterwards by an open and transparent discussion to identify any lessons learned and feed back to the process, people or solutions.

RACI

RACI – Responsible – Accountable – Consult and Informed is a key principle to how we operate. In Matrix organisations and Agile process, RACI is critical to ensure failure is not a result of wrong assumptions. RACI is only effective as part of a bigger picture that also includes delegation and empowerment.

Partnership

Growing with our customers based on a win-win relationship and shared rewards & risks

Ethos

Our logo is based on a cog in a wheel. This represents the importance we attach to teamwork and partnership both internally and externally.  We don’t believe and neither encourage the “Hero” phenomenon. Success is delivered by a team and we view our clients and partners and an integral part of this team.  Some of our relationships with clients have lasted as long as we have been in business over 25 years.  This is only made possible by  building a win-win partnership. We aim to ensure that the relationship between customers, staff and partners, benefits everyone involved. This is achieved through transparency of information, knowledge transfer and the quality of dialogue among the participants.

Entrepreneurship

Internally, we strive to coach and develop our people.  Our leaders are measured not only by their deliveries and performance but also by the talents they incubate and skills they nurture.  Qualities such as coaching and teamwork are crucial when we hire and look for leadership candidates and grow our entrepreneurship culture.

Innovation

Blending creativity with deep retail expertise to cross the technology – business gap

Big picture

Innovation is not only about using technology. Newness is applicable to everything around us from our engagement to our business models. The market is in constant flux and we are always interested and open to ideas on how to deliver better solutions for our clients, simpler operations to our staff and shorter time to market to our concepts.

Culture

We have a diverse culture representing a myriad of countries, backgrounds and styles. This diversity enables us to innovate better as we always believe in solving problems from multiple angles. We are not afraid to be the first or to even fail, this is highlighted by numerous examples in our product development and route to market.

Positive and Pragmatic

Maintaining a balance between vision/big picture & practical/iterative steps

Positive

It takes a certain characteristic to consistently see the glass as half full. Given our entrepreneur background and culture, there is no other alternative.  In addition, we always start with asking Why? whenever we start solutioning, in order to establish the drivers and big picture expectations, in order to avoid getting lost in the details and jumping too early and too deep.

 

Pragmatic

Pragmatism is about focus and practicality, always within a customer context. We link Positivity and Pragmatism very closely together, as we consistently take the approach to think big and start small.

Identity Retailing ‘Shopping the Way Customers’ Want’

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