Harrods operates in the luxury end of the retail market where offering customers the wow factor and a unique experience is key. For over 150 years, Harrods has had a rich heritage of driving service excellence through investment and innovation in the customer experience.
Consequently, Harrods customers are extremely loyal. Widely spread throughout the globe, customers cannot always visit the flagship store in Knightsbridge, London.
Expanding the e-commerce business and becoming truly omni-channel was critical to the next stage of the Harrods journey.
Harrods looked to Project One to provide additional programme leadership capability to scope, shape, mobilise and execute an integrated transformation in the business and IT.
“It was impressive how the Project One individuals came on board our fast-moving train. They plugged in our capability gap with specific skills and got up-to-speed very quickly. They turned up on Monday and started adding value by 10:00am.”