Growthcraft is a customer experience consultancy for retail, hospitality and consumer brands. We design and deliver CX across store and digital — journeys, service design, colleague behaviours and measurement — built around one test: does it move footfall, conversion and spend. Not NPS theatre. Revenue.
Where your experience wins, where it leaks, and which moments actually drive revenue — a CX strategy anchored in customer research and commercial data, not personas on a wall.
End-to-end journey redesign from discovery to post-purchase, across store and digital — including the service blueprints and colleague behaviours that make it real on the shop floor.
NPS and CSAT frameworks built around moments of truth, wired into trade meetings and feedback loops — so experience data changes decisions, not just dashboards.
Embedding customer experience into product stage gates, planning cycles and investment decisions — so experience is an input to decisions, not an afterthought.
A portfolio of global retail and hospitality brands — spanning fashion, beauty, coffee and casual dining — with flat footfall and inconsistent experience across store and digital. Experience decisions were made brand by brand, with no shared view of which moments drove spend.
Led customer and colleague research across three markets, then redesigned the customer journeys from discovery to post-purchase across store and .com. Embedded customer KPIs and experience principles into commercial planning and weekly trade meetings, and trained store and head office teams to run the new experience — over 1,500 colleagues taken through the change.
Footfall and spend per visit rose across the portfolio — and experience stopped being a brand-team topic and became a trading lever reviewed alongside sales and margin every week.
We design and deliver customer experience across store and digital — CX strategy, journey and service design, colleague behaviours and measurement — built around one test: does it move footfall, conversion and spend, not just NPS.
We build NPS and CSAT frameworks around the moments of truth that actually drive revenue, and wire them into trade meetings and feedback loops so experience data changes decisions, not just dashboards.
Across a portfolio of global retail and F&B brands in MENA, our team's omnichannel CX redesign contributed to 8% footfall growth and 10% higher spend per visit, with over 1,500 colleagues trained on the new experience.
Tell us what you're trying to move — we'll tell you, straight, whether and how we'd fix it.