About
Why we exist.
Too many good brands work hard for a customer who isn't there, while the ones who are slip away. Most of the time the fix isn't more budget. It's getting the brand, the customers and the company to pull the same way.
Customer centricity, done in the right order.
Customer centricity became the answer to everything. Put the customer first, and the rest follows. In our experience it doesn't, at least not on its own. A brand people buy because they want it, not because they need it, starts with a match between a clear brand and the right customers. The promise is where they meet, and the company is built to keep it. Skip a step and the rest drifts.
MLR Consumer&Commerce exists to put that in order, for start-ups, scale-ups and established brands alike. We start with what you already have, because that's usually where the answer is. Once you know who you are and who you work for, the doubt goes out of every other decision.
We're a young company, and we say so. But the experience behind the method goes back more than 20 years.
Michele Ross
Founder
Michele has spent more than 20 years in consumer brands and retail, across luxury, fashion, beauty and strategy consulting. She worked her way through school and university on the front line of hospitality and retail, serving customers face to face. Her work sits where brand, customer and commercial decisions meet: who the customer really is, what the brand promises them, and whether the company is built to keep that promise.
She teaches at IED Milano and is working on a book about what most brands get wrong about customer centricity. American by birth, she lives and works in Piemonte, in English and Italian.