Capabilities

Industries

Career

About Us

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Capabilities

Six disciplines.
One growth system.

Brand, strategy, lifecycle, digital, growth and AI — engineered to compound.

Industries

Built for
specific sectors.

Deep expertise in regulated, premium and lifestyle categories.

Career

Build the agency
with us.

Senior-only, partner-led. We hire on craft, conviction and operator instinct.

About Us

An agency built
like an operator.

Senior team, clear principles, a defined way of working.

All industries

Industry

Retail & Hospitality

From first impression to repeat visit — orchestrated.

Retail and hospitality businesses that convert footfall into revenue

In retail and hospitality, the product is the experience. Customers are buying something they could get elsewhere — the reason they choose you, return to you, and recommend you is how you make them feel. The businesses that get this right build the kind of loyalty that makes marketing cheaper and growth compounding.

Getting it right is a system, not an accident.

Where revenue is lost

The four leaks we close in retail & hospitality

High traffic, low conversion

Footfall — physical or digital — is generated. But the conversion rate from visitor to paying customer is lower than it should be. The journey inside the store, restaurant, or hotel is not designed to guide the customer toward a decision. It's designed to display, not to sell.

Low average transaction value

Customers buy the minimum. The upsell conversation doesn't happen, the premium option isn't presented confidently, and the add-on that would genuinely improve the customer's experience is never offered. This is a training and process issue, not a product issue.

Poor retention and repeat visit rate

The customer had a great experience. There is no reason they shouldn't return — except that no one has given them one. Post-visit follow-up, loyalty programmes, and re-engagement campaigns are either absent or generic.

Staff performance inconsistency

The conversion rate varies too much depending on which staff member is working. The best team members are three times more effective than the weakest. That gap represents recoverable revenue — and it's closed through process and training, not hiring.

What we do

A conversion system, not a campaign

We redesign the in-store or in-venue experience as a deliberate conversion system — from the moment of entry to the post-visit follow-up. We identify where customers are dropping off, where the staff conversation is breaking down, and where the journey needs to be clearer or more confident.

Where we focus

Our work in Retail & Hospitality

Experience-Led Brand Systems

Identities and codes that translate from storefront and suite to digital channels without losing edge.

Direct & Owned Channels

Websites, booking engines and apps engineered to shift demand off marketplaces and OTAs.

Lifecycle & Loyalty

CRM journeys, member programmes and rewards mechanics that grow visit frequency and basket size.

Campaigns & Activations

Seasonal, launch and always-on campaigns built to move inventory and fill calendars.

Outcomes

What our partners see

Higher share of direct revenue
Stronger repeat rate and basket size
A brand customers recommend without prompting

Convert more customers

Talk to Harpcliff about turning footfall into compounding revenue.

Other industries