All work
Chapters Home Fragrance · Home fragrance · Audit & Strategy · 2026
Chapters Home Fragrance · Home fragrance · Audit & Strategy · 2026
The Challenge
Running your own brand means seeing it from the inside, every day. After enough years that closeness becomes its own obstacle: it gets hard to tell which parts of the funnel are pulling their weight and which are quietly holding the brand back.
Chapters engaged us in 2026 to bring the outside view.
The Approach
The audit took the full customer journey apart: the store, the traffic feeding it, the email flows behind it, and the numbers underneath all three.
It closed as a prioritised strategy rather than a findings document: what to fix, in what order, and why that order.
The Outcome
Chapters now has a documented picture of where the brand stands and a prioritised plan for what to change next. The work continues.
“You are right about it being a document that I will actually use. My hard copy already looks 6 months old.”
“The biggest thank you for the incredible insight you have given me from your in-depth audit.”
Mirari Gin — 3,000 bookings for an experience that didn't sell online before.
