Retail conversion consultancy for store-led and omnichannel brands. We find where shoppers walk in and leave without buying — in store, online and in between — fix the moments that lose the sale, and make conversion and spend per visit a weekly trading number.
Visitors keep coming, but transactions don't follow. Nobody can say whether the gap is range, availability, service, queues or price, so the fixes are guesses.
Most retailers count sales, not the visits behind them. Without footfall conversion and spend per visit by store, you can't see which stores or moments are leaking.
Customers research online and buy in store, or the other way round. When journeys, prices and stock don't line up, the sale leaks between channels.
Footfall, transactions and spend per visit by store, day and hour, alongside the online journeys where customers start. You see where conversion is lowest and what closing the gap is worth. Read our footfall guide.
Customer and colleague research, observation and journey mapping to find the moments of truth: finding the product, getting help, trying, queuing and paying.
Redesign the journey and service standards around those moments, then train store teams to deliver them. It's the step most programmes skip, and the one that makes the change stick.
Footfall conversion and spend per visit go into the weekly trade meeting alongside sales and margin, so the gains hold after we've gone.
Redesigning the omnichannel experience across a portfolio of global retail and F&B brands.
A retail and hospitality group operating 70+ brands across 13 markets — 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.
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 designed and built Specsavers' 4-step eye-test booking journey — Where, What, When, Who — from finding a store to a confirmed appointment. It's live on specsavers.co.uk and is the front door for eye tests, hearing tests, contact lenses and home visits.
For a consumer business pouring spend into traffic while conversion stayed flat, fixing the funnel end to end lifted ecommerce conversion 15%, alongside 200% growth in digital transactions. See conversion rate optimisation.
Retail conversion rate is the share of store visitors who buy: transactions divided by footfall, multiplied by 100. Spend per visit — sales divided by footfall — shows the other half: how much each visit is worth.
Find the moments where shoppers give up — they can't find the product, can't get help, queue too long, or the price or stock isn't what they saw online — and fix those first. Then train teams on the new standards and review conversion weekly, by store.
Our conversion rate optimisation service focuses on websites and apps. Retail conversion covers the store and the journey between store and online. Many clients need both, and we run them as one programme.
For a retail and F&B portfolio across MENA, our team's customer experience redesign contributed to 8% footfall growth and 10% higher spend per visit, with over 1,500 colleagues trained on the new experience.
It helps: conversion needs a visit count to divide by. If you don't count footfall yet, we'll help you choose an approach and start with the stores where it matters most.
Tell us where your stores stand today. We'll tell you, straight, where the sale is leaking and what it's worth.