Retail, Operations and CX Consulting in Singapore that turns scattered work into measurable results.
We help retail and service operators improve visibility, save management time and deliver a more consistent customer experience, without replacing the systems your team already uses.
What are you trying to fix?
You do not need to know which technology or service to buy. Start with the operational problem your team is living with, and we will show you what we would build.
We are losing too much time to manual work
Reports, quotes, customer replies, rosters and follow ups are rebuilt by hand every week, by people who should be selling and serving.
See productivity solutions →We cannot see what is happening across our locations
Important numbers sit in different systems, spreadsheets and inboxes, so problems are found too late to act on.
See dashboard solutions →Our customer experience varies by branch or person
Service standards, sales conversations and launch messages are understood differently across the network.
See CX and training solutions →We have outgrown spreadsheets and chat threads
Incidents, audits, store visits, checklists and actions are hard to track and easy to lose.
See custom app solutions →How operations lose money, and how to get it back
Retail taught us where money hides. AI is how we get it back.
Every row starts with a moment our founder has lived on the floor, and ends with the number that moment is costing you. Real world on the left, P&L on the right.
Our measurement pledge: if we can't put a number on it, we won't propose it. Every engagement starts by agreeing what we'll measure, and the dashboard holds us to it in front of you, every week.
THE STANDARD: +132% REVENUE, +157% BOTTOM LINE (MELBOURNE CATERING) · +47% REVENUE, −23% COSTS (SINGAPORE PARTNERSHIP)Four practical ways we improve the operation
The solution is chosen only after the problem and the expected payback are clear. Most engagements combine two or more of these.
AI Productivity Workflows
Automate the repeatable work, reports, replies, quotes, follow ups, summaries, using the tools your team already has. Measured in hours returned.
Explore productivity implementation →Decision Dashboards
Bring the few numbers that matter into one clear view, so managers spot leakage, risk and opportunity before the monthly report arrives.
Explore dashboards →Custom Operational Apps
Replace paper, scattered spreadsheets and chat threads with simple apps for incidents, audits, visits, actions and process control.
See custom app examples →CX and Operations Improvement
Clarify the customer journey, frontline standards, ownership and coaching rhythm, so a good strategy becomes consistent daily behaviour.
Explore CX and operations work →From operational friction to a measurable system
This representative engagement is a composite drawn from real multi site retail and service work. It shows the sequence and type of outcome without identifying a confidential client.
A multi-site operator with good people, but fragmented execution
Each location briefed customers differently. Managers spent most of a day rebuilding weekly reports. At risk customers were noticed only after they had disengaged.
Map where time leaks, where information is delayed and where the customer experience breaks between locations.
Create a one page operating dashboard, a consistent two minute launch briefing and a weekly customer save list.
Train the team, assign ownership and measure completion, response time, hours returned and revenue protected.
Operator experience, not consultant theory
Richard Mayne has spent more than 25 years leading retail and multi-site operations across Southeast Asia and Australia. He combines frontline operating experience, P&L responsibility, CCXP certified customer experience practice and practical AI implementation.
Richard leads the diagnosis, shapes the solution and handles every strategic client conversation personally. Technology supports the work, it does not replace the relationship.
Diagnose. Build. Embed.
A clear sequence, defined ownership and agreed measures keep the project from becoming an open ended technology exercise.
Diagnose
Richard works with the people doing the work, maps the friction and identifies the opportunities with the strongest operational and commercial payback.
Build
The first two or three solutions are implemented and tested in the real workflow. You see working output, not a presentation about future possibilities.
Embed
Your team is trained, ownership is assigned and the measures stay visible. The capability and the tools belong to your business.
This is likely a good fit when…
- You operate across several locations or teams.
- Managers spend too much time combining information by hand.
- Customer or operational standards vary across the network.
- You want measurable improvement, not an AI demonstration.
The first conversation covers…
- The problem costing the most time or money.
- What can be improved without replacing core systems.
- How success would be measured.
- Whether a two week diagnostic is justified.
Start with the level of detail you need
Use the short pulse check for an immediate read, or take the full maturity assessment when you want a scored breakdown across the whole CX operating model.
Five questions, no email required. You get a candid maturity band and the most useful next focus.
Results from people prepared to be named
The figures below come from named individuals who agreed to be quoted. Career credentials and client outcomes are shown separately, so you can see what each claim represents.
"Richard was able to sit down with me and go right through my business, pointing out areas where I can grow and helping me fully understand every aspect that affects my top and bottom line."
"Richard directly contributed to an increase of 47% in revenue and a 23% decrease in costs thanks to his creative approach in developing areas of the business."
These are historical client reported outcomes and should not be read as a guarantee of identical results. Every engagement uses its own baseline, timeframe and agreed measures.
Questions operators usually ask
What happens in the free working session?
Richard identifies the main operational problem, discusses where time, revenue or customer experience may be leaking, and works out whether a short diagnostic is worthwhile. It is a working conversation, not a generic AI pitch.
Do I have to replace my current systems?
No. The normal starting point is to connect and improve the tools you already use. Replacing a core system is recommended only when that system itself is the constraint.
How quickly will I see something working?
The diagnostic normally runs one to two weeks. The first practical solutions are then built and tested in weeks three to six, with the highest payback item first.
Who owns the dashboards, apps and workflows?
Your business does. The goal is to leave your team with the working tools, access and capability, not to create dependency on an ongoing retainer.
How is business and customer data handled?
Access is limited to what the agreed work needs, confidentiality is documented, and dashboards and apps are intended to run through your own accounts. Specific security and privacy requirements are confirmed before access is granted, in line with Singapore PDPA standards.
Book a free working session with Richard
Bring one operational problem. Together you will clarify what is happening, what it may be costing, and whether there is a practical, measurable first step.
Book a Free Working SessionDuring the session, you will:
- Identify the highest friction part of the current process.
- Discuss what can be improved without replacing working systems.
- Define the number that would prove the improvement worked.
- Decide whether a two week diagnostic is justified.
