Impact & Expertise

Retail

A perfect storm of factors—such as changes in consumer behavior, the emergence of large and powerful rivals, excess retail-selling-space capacity, consolidated and strong suppliers, and complex sourcing—are shaping a new competitive landscape in retailing. In such an environment, leaders in the industry face a number of key questions:

  • How do we become the destination for heavy spenders in our category?

  • How do we use transactional point-of-sale and loyalty-card data to better understand consumers and better serve them?

  • How do we ensure the seamless experience across channels and formats that consumers are now demanding? 

  • How do we determine the right portfolio of products, services, formats, and locations for future growth?

From customers and competitors to strategies to organization and operations, BCG’s retailing experts help clients address virtually all the key levers of performance improvement: In each of these areas, our practice strongly emphasizes hands-on implementation and change-management capabilities. Read More 

Experts

  • Brian Harris
  • Senior Partner & Managing Director
  • Washington, D.C.
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Impact Stories

  • Improving Telecom Customer Satisfaction and Cost
  • See how BCG helped a client cut labor costs by 25 percent while improving service levels by 50 percent.
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  • Competitive Advantage in Claims Management
  • See how BCG helped a non-life-insurance company to lift profitability and gain market share through excellence in claims management.
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  • Service Improvement at a Specialty Retailer
  • Learn how BCG helped a leading specialty retailer improve in-store service.
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Service Operations Publications

  • Overhauling Maintenance
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