To maintain customer relationships, John Lewis boosts online appointments

Publication

15 June 2020 à 14h31

Updated on 16 June 2020 à 10h14

Reading time

3 minutes

Publication: 15 June 2020 à 14h31, Updated on 16 June 2020 à 10h14

Reading time: 3 minutes

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Since mid-April 2020, the British retailer John Lewis (turnover of €13.8 billion in 2019, -1,5%) has been transposing store services to the web. Karen Reeves, Product Services Manager at John Lewis & Partners explains how in an exclusive interview with Global Retail News.
Publication

15 June 2020 à 14h31

Updated on 16 June 2020 à 10h14

Reading time

3 minutes

Publication: 15 June 2020 à 14h31, Updated on 16 June 2020 à 10h14

Reading time: 3 minutes

Share
Copy link Share on LinkedIn Share on Bluesky Share on Facebook Share on WhatsApp
Add to reading list Remove from reading list
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How many online appointments have been taken, and are you pleased with the results? 

K.R.: Since 14th April 2020, more than 2,000 appointments were taken and 800 more are booked in the future. We are really happy with the results. Customer response is incredible, demand is growing…and the average basket is much higher than for classic e-commerce orders. Given the simplicity of the service, an e-commerce purchase generally follows (our 50 department stores are in the process of reopening) and...

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