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20 May 2013

Know your client and give em’ what they want

Striving to achieve ultimate client satisfaction is at the very heart of any decent organisation. We think the John Lewis Partnership and their Waitrose stores have got this right in spades.

Their concierge concept is part of a multi-million pound strategy to improve the in-store customer experience. These desks will offer customers a range of personalised services including flower and gift wrapping, Waitrose and John Lewis ordering via tablets and a dry-cleaning service.

Waitrose are also trialing drive-through collection points, customers can collect shopping from temperature controlled lockers.

Proof if proof were needed that if you get your on-line offering right then growth in the ecommerce market pushes sales back into the high street.