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Published on March 8th, 2017 | by The GC Team

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John Lewis announces £4m investment in digital customer service initiative in shops

John Lewis has announced plans to invest £4 million in a new customer service initiative in 20 of its shops to strengthen its omni-channel customer experience.

The investment will see 8,000 Partners who work on the shop floor provided with an iPhone loaded with a dedicated ‘Partner App’ designed to enable them to quickly help customers with information about products, check stock availability, and place orders.

The retailer said the development will put an end to customers waiting for Partners to go to stock rooms to see whether a product is in stock or to check information at tills.

The app was designed and built by John Lewis’s in-house online team using feedback from Partners in its Cambridge shop where the project was tested with customers for five months.

Following a training programme this summer the mobile phones will be rolled out to the 8,000 shopfloor Partners in 20 John Lewis shops across the UK.

The app gives Partners visibility of stock availability in all shops and at John Lewis’s warehouse in Milton Keynes, where online orders are fulfilled, as well as product information, customer reviews, the ability to email product information to customers and to place orders.

Announcing the new initiative, John Lewis Customer Director Craig Inglis, said: “As online and physical worlds increasingly come together, this initiative, which forms the foundation of our digital strategy for shops, will support our Partners in offering great customer service in a digital world.”

Inglis added that the trial in the retailer’s Cambridge store received “overwhelmingly positive” customer feedback.

“This is just the beginning,” he said. “We will keep adding to the Partner App in the future with new, innovative ways to help our customers.”

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