Many companies have seen gains from e-commerce—but fewer have achieved the transformational results they seek. By combining digital expertise and strategy, we help businesses set and realize a bold vision for their online channels.
Winning with e-commerce—seeing truly transformational results—takes more than digital platforms and expertise. It requires a holistic strategy and a relentless focus on business value. It means thinking creatively about the customer journey. It demands the right roles and enablers as well as integrating channels and functions so they enhance—and build upon—each other. And crucially, it involves carefully choreographing all of these levers.
By combining digital expertise and strategy, we help companies seize the full potential of e-commerce. There are a lot of things to get right: e-comm pricing and digital product strategies; digital organization and operating models; new ways of working; cutting edge technologies; and new insights about what works—and doesn’t work—for e-sales. We take an end-to-end approach—one designed to spark innovation, deliver value quickly, and enable companies to continue on the path long after we’ve left the scene.
Different companies are at different stages of their online sales and service journey. So we work closely with businesses to understand where they are today, where they want to be tomorrow, and how they can best reach their goals. This means launching e-commerce from scratch for companies not yet doing it. But it can also mean optimizing existing platforms to extract maximum value from them. Or improving digital marketing efficiency, or enhancing the e-sales experience. Whatever the need—and the ambition—we can flexibly provide the expertise, the insights, and the results: everything from focused strategy to comprehensive digital build solutions.
We bring an operator’s perspective to e-commerce—because we’ve been there. Before joining BCG, many of our experts were setting up and operating e-commerce businesses. We also leverage our global network of industry, functional, and technical experts: thought leaders in marketing and sales, organizational design, agile ways of working, analytics and AI, digital transformation, and more.
Our e-commerce consulting draws on all of these capabilities—including the specialized resources of BCG GAMMA, BCG Platinion, and BCG Digital Ventures. This hybrid strategy and digital approach is what make our teams unique and poised to tackle the challenges—and opportunities—of your business.
We also draw upon proprietary BCG tools, which help us gauge where your company stands—and how best to shape its e-commerce strategy.
Using a suite of automated tests (covering areas such as site latency, standards adherence, website functionality, and online support), our e-commerce consultants evaluate the online experience. By comparing scores against a 10,000-company, cross-industry database, we can identify strengths, weaknesses, and areas for focus.
We examine digital experiences from the perspective of the customer—and with their expectations in mind. Ethnographic research lets us evaluate how users engage with e-sales channels, and understand how well—or poorly—those channels anticipate customer needs, provide effective navigation, help users prevent and recover from errors, and more.
This diagnostic helps us analyze current platforms, performance, and integrations, and understand how they will accelerate—or hinder—an e-commerce strategy. It lets us identify the technical gaps as well as the investments that can close them.
We use a comprehensive assessment, covering more than 100 dimensions and benchmarked against your industry, to gauge e-commerce capabilities across five maturity levels. This lets us see where companies may already be best in class from an internal capability perspective—and where they need to step up their game.
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